User Tech Support Specialist Sr

Job Description

• 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 respond to events through the use of Solarwinds, SCCM, and SCOM.
• Perform other duties as assigned.

• 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.

All your information will be kept confidential according to EEO guidelines.