End User Support Technician

End User Support Technician

POSITION SUMMARY The End User Support Technician is responsible for providing a high level of customer and technical support to the organization. ESSENTIAL JOB FUNCTIONS

• Document and prioritize service desk tickets, email messages, phone calls, and other communications
• Respond to customers in a timely manner and enter detailed information into the Departmental tracking system
• Ensure clients are regularly notified and updated as to the status of their requests and incidents
• Provide first and second level computer hardware, printer, and software support
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets; troubleshoot and support video conferencing (VC) systems; troubleshoot and support VoIP phone system; Escalate technical support issues internally and externally with manufacturers; Create technical documentation; Maintain asset management system; Imaging computers; Provide support to ad hoc projects as required; Ensure that physical desk side connections network jacks, and connectors between PCs and servers; etc.) and ensure all are in proper working order and arranged in a quality manner
• Ensure the appropriate entry, update, tracking, escalation, and closing of end user support assets
• Carefully monitor license compliance, and ensure all software in use has the appropriate entitlements
• Assists in training users in proper operation of data communications equipment
• Assists computer operations personnel in the area of basic troubleshooting
• Receives and stores communication parts and equipment
• Maintains inventory records of data communications equipment
• Perform periodic on-call duties and other tasks related to supplies, services, and systems within position scope

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES Knowledge of:

• Computer hardware and software
• Performance grade audio/visual systems (PA, lighting, projectors)
• The operation of iPhones, iPads, tablets, Androids, thin clients, and smartphones

Skill in:

• Microsoft Windows (7, 10) and Apple iOS Active Directory
• Exchange and Office 365 Administration
• SCCM (Image Creation, Package Rollout, Updates)
• Microsoft Office 2013 and/or 2016
• PC hardware repair
• Organization and time management
• Interpersonal relations
• Operating and troubleshooting data communications equipment
• Maintaining computerized documentation
• Written and verbal communication

Ability to:

• Troubleshoot, diagnose, and respond to issues in a timely manner
• Provide exceptional customer service to all employees

REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

• Graduation from high school or General Education Development (GED) tests equivalency
• Six (6) months of experience maintaining and repairing data communications equipment.
• CompTIA A+ certification.
• An Associate's degree in Computer Electronics or a closely related area may be substituted for six (6) months of experience
• Must possess a valid driver's license

PREFERRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

• Post-secondary education in a related field is preferred, but not required.
• Telephony experience is preferred.

PHYSICAL DEMANDS The physical demands described within this job description must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In this position, the employee will frequently stand, walk, and sit. The position will rarely require the employee to drive a personal and company owned vehicle. The employee will rarely lift, carry, push, pull, drag and/or move up to 25 pounds. Occasional stooping, kneeling, twisting, and crouching may occur with this position. Speaking and listening are constant essential functions of this position.

WORK ENVIRONMENT The work environment described within this job description will be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is continuously indoors. It is rare that this employee will work outdoors; however, occasionally this employee will have to travel to multiple worksites. At times, this position will require extended work hours. The noise level in the work environment is usually low; however, occasional moderate background noise can occur.