Senior End User Support Specialist
New
J
JobgetherIT support
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- At least 3 years of directly related professional experience; at least 6 months of customer help desk experience
- Required Skills
- Microsoft OfficeLinuxServiceNowiOS
Requirements
- Have an associate degree in a relevant discipline and at least 3 years of directly related professional experience; equivalent combinations of education and experience may be considered.
- Have at least 6 months of customer help desk experience.
- Demonstrate working knowledge of PC operations, including hardware, network settings, operating systems, and Microsoft Office applications.
- Bring intermediate-to-expert virtual desktop expertise, particularly related to connectivity with end-user computing equipment.
- Type at least 35 words per minute.
- Have strong technical troubleshooting, problem-solving, and customer service skills.
- A bachelor's degree in Information Technology or a related discipline is preferred.
- Experience using ServiceNow is preferred.
- Familiarity with the Knowledge-Centered Service (KCS) methodology is preferred.
- Typing speed of 50 words per minute or higher is preferred.
Responsibilities
- Respond to Service Desk and customer requests and incidents, resolving issues at first contact when possible or within established timelines.
- Investigate complex problems as the technical escalation resource for Tier I and Tier II technicians.
- Troubleshoot hardware, software, and business applications across Windows, macOS, Linux, and iOS.
- Diagnose and resolve virtual desktop issues, particularly connectivity problems involving end-user equipment.
- Set up, configure, and troubleshoot video conferencing equipment.
- Test application compatibility and support cybersecurity projects and technology development initiatives.
- Record incidents, service requests, and resolutions in the call tracking system and maintain knowledgebase documentation.
- Support the configuration, management, operation, monitoring, and security of assigned systems.
- Test, verify, and document changes to computer equipment and related configurations.
- Coordinate with third-party service and maintenance providers to keep equipment, software, and services operational.
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