End User Technical Support II

End Users Technical Support

Location:

Client office - anywhere in USA (Onsite- 5 days in office)

Duration: 12-months (possible extension)

Working Model

• Hybrid
  - The selected candidates will be required to work in the office for up to 5 days a week.
• Currently people are expected to be in the office 2 days per week but we don’t want to exclude it could go to 5 at some point.
• We don't have a schedule of which 2 days they must go in since our team varies days on when they go in that is convenient.
• If hired in Alpharetta, I can see them going in the same days as the manager does for instance.
• Willingness to work evenings, weekends, and holidays

Targeted Years of

Experience:

3-5 years

Responsibilities

• Provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.
• They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to provided SLA’s.
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
• Ability to support multiple platforms including desktops, laptops, mobile devices and video conferencing equipment.
• Provide exceptional customer service in person, via phone and email as necessary.
• Resolve help desk issues including troubleshooting hardware and software issues.

Must Have Skills (Most Important)

• 3
  -5 years experience troubleshooting desktop computing environments (hardware, Windows operating system, networking).