Job Directory User Tech Support Specialist

User Tech Support Specialist
Fort Worth, TX

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Job Description

Job Summary

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.

Principal Accountabilities

* 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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