End User Technical Support II
End User Technical Support II
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Job Description
Overview
Under general supervision provides first line technical assistance to users regarding in identifying troubleshooting and resolving problems via telephone remote desktop or onsite support. Install configured network equipment; provides technical expertise to users regarding optimal setup for software hardware and network use; install configure monitor and troubleshoot a wide range of network and data communications software and hardware; train users in various software applications and networkrelated procedures as needed. Responsible for all system backups to tape to include logs and audit documentation. Assists as required to resolve level one calls from other less senior Help Desk team members.
Principal Duties & Responsibilities:
Provides first line user support by responding to help desk tickets incoming calls and/or e mails request.
Provides effective incident and problem resolution using highly automated tools and knowledge base systems and maintain documentation of support activities and escalations and provides status updates to users regarding problem tickets initiating appropriate escalation as necessary.
Installs troubleshoots and repairs desktops laptops other peripheral devices unified communications and other software.
Enters and tracks accurately user information problem descriptions and call details into the Help Desk Ticketing System. Provides trending analysis to Help Desk team lead to resolve ongoing users support issues.
Researches issues and questions utilizing available resources and documentation. Resources include but are not limited to: on line documentation escalation of complex issues to more experienced technicians.
Assists in conducting research to obtain information for department on any technology issues or information required for presentations project planning etc.
Assists in maintaining help desk standards regarding productivity and quality including but not limited to: percentage of time on phones incident accuracy and percentage of calls presented/taken/resolved.
Updates hardware/software inventory system and network using online tools as required.
Provides audit information and support as required.
Qualifications
- 57 years of related help desk or desktop support experience.
Microsoft network including Citrix VMware and general LAN and WAN knowledge required.
Demonstrated experience in installing troubleshooting problem solving hardware and software issues and reporting using a help desk ticket reporting system.
Education
- Bachelors Degree in Computer Science or equivalent work experience.
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Special Instructions to Candidates
- Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
- Please view Equal Employment Opportunity Posters provided by OFCCPhere.
- The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 601.35(c)
- Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department ator by email at.
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Employment Type
Unclear
