End User Svcs Sr Technician

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 working knowledge and skills to perform a defined set of analytical scientific or operational processes
• Applies experience and skills to complete assigned work within own area of expertise
• Works within standard operating procedures and/or scientific methods
• Works with a moderate degree of 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 2-5 years' experience OR Equivalent Combination of Relevant Education &/or Experience

• Preferred education and experience: Associate's Degree
• Discipline/Major: Technical training preferred
• Knowledge, skills & abilities: Computer Skills. Technical Expertise. Detail Oriented. Computer Troubleshooting. End-User Training. Issue Resolution. Mobile Computing. Mobile Device Support. Solution Delivery. Solution Management. Systems Analysis. Technical Troubleshooting. User Guides. General Office Software. IT Help Desk Software. Operating System.

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

No or very little travel likely.