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 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)

No Experience Required

Physical Requirements:

Heavy Work

5IC

For Posting Required Skills +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 Preferred 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 Call Center support experience preferred Asset Management Support experience preferred Related Skills 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

$25.72/hr - $35.53/hr Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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