Service Rep II, End User Operations

Alternate Locations

Charlotte, NC (North Carolina);
Greensboro, NC (North Carolina)

Hybrid :
Employee will work 3 days a week in a Lincoln office

76518

You will be responsible for level 1 and level 2 support of end-user ecosystems, which is inclusive of, but not limited to desktops, laptops, desk phones, mobile device hardware, software, as well as associated break/fix services and VIP support. You will troubleshoot & repairs computer systems & peripheral equipment and will also respond to incidents & service requests either in person, by telephone, or via remote access.

Additionally, you will provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.

• Processes level 1 and level 2 incidents and service requests, which is inclusive of a specialized VIP support queue.
• Monitors respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
• Complies with standard processes and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Provides coaching and training to less experienced team members.
• Participates in projects as necessary.
• Makes complex ideas or situations clear, simple, and/or understandable.
• Interacts closely with customers to understand their needs and/or requirements.
• Troubleshoots and resolves tickets related to operations and end-user requests within SLAs.
• Coordinates with geographically dispersed teams to achieve results.
• Performs deployment activity of PCs (moves, adds, changes).
• Effectively works with PC imaging software such as SCCM.
• Provides support to deploy, maintain, and troubleshoot PCs, peripherals, and mobile devices.
• Analyzes, troubleshoots and repairs a wide