End User Svcs Technician II

Job Title

Technical Support Specialist

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems

• Requires basic skills in an analytical or scientific method or operational process
• Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision
• Performs manual tasks according to established procedures

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.

• Required education and experience: Vocational/Technical Training Degree and 1-2 years' experience OR Equivalent Combination of Relevant Education &/or Experience

• Preferred education and experience: Associate's Degree
• Discipline/Major: Technical degree or equivalent training and experience
• Knowledge, skills & abilities: Computer Troubleshooting. End-User Training. Escalation Management. Help Desk / Desktop Support. Help Desk Management. Issue Resolution. Solution Delivery. Technical Support. Technical Troubleshooting. Upgrades Management. Performance Metrics. Ticketing/Tracking. IT Help Desk Software.

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Requires regular movement throughout GD-OTS facilities.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
• Must be willing to work outside normal business hours as required.

No or very little travel likely.