Technical User Support Analyst

The Senior IT User Support Specialist provides day-to-day technical support to employees for a range of hardware and software related systems. Working under direct supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

• Provides a high level of customer service while working in a dynamic complex environment under limited supervision and direction.
• Provides end user training and knowledge documentation.
• Deploys, procures, and collects desktop equipment from end users.
• Provides second level end-user personal computer (PC) support for staffed locations and remote offices and high level on-site call center support.
• Performs configuration/installation and troubleshooting of PC hardware including laptops, Virtual Desktop Infrastructure (VDI), desktops, tablets/iPads, printers, messaging and mobile devices, and Mobile Wi‑Fi (MIFI).
• Installs, configures, and troubleshoots Windows operating systems, MacOS, Microsoft Office Suite and other applications.
• Provides incident & problem summaries, status reports, and project status as required.
• Complies with and supports Information Technology Infrastructure Library (ITIL) change-incident-problem-asset management processes and work instructions.
• Coordinates with 2nd and 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
• Maintains highly accurate inventory records.

• University (Degree) Preferred

• No Experience Required

• Heavy Work

Career Level:

5IC

• +2 years of Technical Support experience
• Strong written and verbal communications skills, and possess the ability to interface with end-users effectively at all levels of the organization
• Level 1 & Level 2 Desktop Support
• Hardware
  - Desktop & Laptop troubleshooting
• Excellent software troubleshooting skills

• ITSM Ticketing Tools
• OS
  - Windows, MAC, and Mobile OS
• SCCM/MECM
• Virtualization (Citrix, VMWare)
• Microsoft 365 administration
• Mobile Device Management
• VPN, RSAT, Diagnostic Tools
• Apple hardware and software troubleshooting

• Adaptability
• Business Process Improvement
• Cloud Platforms
• Collaboration
• Communication
• Continuous Improvement Mindset
• Digital Savviness
• Executive Presence
• Innovation
• Organizational Savviness
• Problem Solving
• Relationship Management
• Service Delivery
• System Administration
• Technical Support
• Technology Solutions
• Technology Systems

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