End User Support Specialist

Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following: 5 years supporting Microsoft OS Office and Collaboration software; 5 year of experience developing desktop builds application virtualization patch management and push technology (packaging); and 5 years demonstrated performance as primary administrator for End User support systems.

A combination of A or Network and MCDST certification or equivalent required.

WORKING CONDITIONS/ENVIRONMENT & PHYSICAL DEMANDS:

1. Normal office environment

2. Some lifting of hardware of 10 or more pounds reaching overhead and crawling into tight spaces to install cabling.

3. Work occasional off-hours work and on-call responsibility

JOB SUMMARY

Responsible for basic work assigned from a problem or incident management queue to final resolution - Identifies solves and prevents the reoccurrence of technical problems affecting the Windows desktop OS the applications installed on them mobile end points and voice services - Reviews and investigates all IT related problems to resolve cause and most appropriate solution. Provides information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary - Keeps end user updated on status of open trouble tickets. Escalates more complex problems to End User Specialist IIs or issues outside of area of responsibility other support teams. Updates problem tickets including call notes with status and categorization changes - Participates in the IT ServiceDesk call rotation - Completes requests to install and set up new user physical and virtual desktops. Delivers packaged software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software. - Completes requests to install

change phone setups contact center groups attendant console web and voice conferencing with occasional assistance from peers. - Responsible for administration all of the following end user support functions- physical and virtual desktop environments telephone systems remote desktop access mobile end points anti-virus client firewall thin client administration collaboration incident management application packing - Contributor to the education of End Use Support Team using knowledge base articles and knowledge transfer sessions. - Identifies opportunities for process improvements to the IT service delivery and represents the end user perspective in policy improvement discussions. - Participates in the IT service metrics gathering and delivery process to ensure our service level agreements are being met.