End User Support Technician

Job Description:

The End User Support Technician serves as the primary point of contact and liaison with our Customer Care team to assist in troubleshooting first level Help Desk calls. This includes training the Customer Care team on appropriate handling of the most frequent Help Desk calls and supporting their team.

The End User Support Technician maintains and updates the IT escalation support process and provides feedback for support process improvements. They will assist in monitoring the ticket queues for routing and SLA breaches as well as communicating to the business and ticket holders. The Support Technician is critical in helping to identify trends and uncover user errors through troubleshooting and investigation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Acts as the primary point of contact and liaison for the Customer Care team and provides first level support for employees with Information Services and technology related issues including items such as password resets, basic computer troubleshooting issues and accurately documenting the information in the ticket system.
• Communicates effectively, professionally, and articulately with internal and external contacts. Provides excellent customer service, analytical, technical, organizational, and communication skills; demonstrates effective listening skills and a team orientation.
• Functions as a departmental subject matter expert and assist with escalations from other team members to perform remote fixes for problem resolution.
• Collaborates with members and groups of the IS department to troubleshoot and determine the best path for escalation of issues not resolvable at first level and training the customer care staff on resolution of common issues.
• Actively creates and updates support knowledge base articles to empower employees to resolve their issues utilizing self service functions and improve overall first call resolutions.
• Proactively identifies trends in the environment and potential areas that may cause future problems, escalates and communicates diagnostics appropriately.
• Assists with incidents and service requests for new equipment.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Associate degree or equivalent from two-year college or technical school or at least 2 years related experience in a similar technical position for a corporate organization with multiple locations.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Convey a skilled phone manner for handling internal and external customers issues.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to work independently; demonstrate initiative and analytical ability; and possess excellent verbal and written communication skills. Demonstrate the ability to work with minimal supervision and direction.

Computer Skills:

Capacity to cover a broad scope of technologies and functionalities such as password resets (all systems), Microsoft Windows issues or questions, assistance with Outlook or other Office products, etc. Along with these technical skills, this position requires general computer skills including Windows OS, Microsoft Office 365 (Excel, Word), printer installations and basic understanding of networking. Familiarity with ITIL processes is a plus.

Certificates and Licenses:

No certifications needed