End User Support Technician

Summary

The End User Support Technician will be responsible for answering support requests in a timely fashion, the basic troubleshooting of hardware and software, the creation and deletion of user accounts and deploying a standardized software/OS image to our users.

Duties and Responsibilities

• Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
• Serve as the first point of contact for end users and provide technical assistance for incoming support requests.
• Guide end-users through the issue resolution.
• Recognizing and escalating more difficult problems to Tier II support.
• Install, modify, and repair computer hardware and software.
• Follow up with end users to ensure that an issue has been resolved to the end user's satisfaction.
• Document issues in an IT Knowledgebase.
• Identify and suggest possible improvements on procedures.
• Provide effective customer service while training end users.

Preferred Experience

• Intermediate knowledge of the following technologies:
  1. Windows 10/11
  2. Office 365 Administration
  3. Duo Multi-Factor Authentication
  4. iOS Devices
  5. Android Devices
  6. Active Directory
• General knowledge of the following technologies
  1. VPN's
  2. TCP/IP
  3. VLAN's
  4. NAT
• 2-3 Years of customer service experience