The User Tech Support Specialist is responsible for providing technical assistance and support to a workforce located across the globe. The position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation per Business Technology policies and procedures. User Tech Support Specialists provide second-level support on more complex issues.
* Provide first-level contact and problem resolution for all users with hardware, software and applications problems. * Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases * Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool * Administer user accounts via Active Directory, group membership and rights assignment based on established procedures * Escalate problems as appropriate following Service Desk procedures * Act as a liaison between customers and internal support staff to assure accurate problem interpretation. * Maintain communications with customers throughout the problem resolution process * Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections * Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM * Perform other duties as assigned
Knowledge & Skills
* Knowledge of current Microsoft desktop operating system and application software * Demonstrated knowledge of personal computer hardware configuration and setup * Excellent Telephone and face-to-face communication skills * Excellent knowledge of service desk processes and functions in support of end-user computing needs * Demonstrated writing and typing ability * Demonstrated ability to manage multiple priorities and follow through on projects to completion
Experience & Education
* College degree strongly preferred or high school diploma plus some advanced training * Current certification in at least one of the following areas preferred: * CompTIA A , Network , or Security * Microsoft Certified Solutions Associate (MSCA), preferably in Microsoft's current Desktop Operating System ITIL v3 * Three (3) to five (5) years of Service Desk experience
Physical Requirements/Working Environment
* Normal office environment * May be assigned to first, second, or third shift work schedule * Able to stand and walk 20% of work shift to assist employees located throughout main campus location * Able to lift standard computer equipment up to 50 lbs
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