Job Description
Reference #: 78400 Support users by resolving hardware and software problems, installations of applications, and deployment of technology, working within a service desk ticket system maintaining service level agreements.
Duties and Responsibilities
• Perform client setup at desktop level - installing, upgrading, implementing and configuring operating systems, applications, software, and hardware.
• Troubleshoots problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections
• Escalate software, hardware, or network/workstation calls to the staff.
• Support remote computing and telecommuting clients
• Document issue resolution using the service desk ticketing system.
• Works with vendors to request service regarding software and hardware failures under maintenance.
• Evaluate software and hardware for  ease of use for integration into our environment.
• Participates on-call support on a rotating schedule.
• Liaises with other departments, partners and vendors.
• Exercises responsibility for the integrity, security, and maintenance of the systems.
• Provides cross training to other staff members.
• Provide support on Microsoft Active Directory, exchange 2013 and Microsoft Office Suite 2016.
QUALIFICATIONS
• Experience with hardware/software platforms to include MS Windows 7 and 10
• Experience in Microsoft Suite Office 2013/2016
• Experience with Microsoft Directory and user management
• Diagnostic and troubleshooting skills
• Customer service skills.
• Knowledge of Microsoft Lync/Skype for Business.
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
• Ability to manage multiple tasks, while on priority issues while staying within service level agreement targets.
• Ability to create, document, and follow processes and procedures.
• Ability to understand the core of the client's issues and solve them
• Ability to identify trends in helpdesk calls to identify core problems and client trends.
• Must be eligible for DoD Security Clearance.
Education and/or Experience
• Associate's degree (AA and/or AS) in Information Technology and/or related field professional experience.
• 1-3+years of relevant customer service/help desk/troubleshooting experience for corporate end users.
Preferred Skills
• Bachelor's degree in Information Technology and/or related field professional experience preferred.
• A+ certification is preferred
Language Skills
• Written and verbal communication skills
• Explaining and instructing technical data in non-technical terms.
• Possess the ability to apply principles of logical or thinking
RESPONSIBILITIES
Compliance with all company Information Systems security policies and procedures. Shall be assigned  responsibility for Information Security by supervisor or department management. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval. Incumbent shall execute company non-disclosure agreement to access to any controlled information.
WORK ENVIRONMENT
• Ability to work with supervision.
• Ability to perform duties and responsibilities worldwide.
• Must be willing to work a flexible schedule and overtime
• Travel
PHYSICAL DEMANDS
• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.
• Move items over 50 pounds with assistance.
• Must have visual color acuity
• Must have the ability to work overtime
• Ability to sit and operate a compute
EOE/AA employer and gives consideration for employment to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here EEO is the Law poster.
Equal Employment Opportunity
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
View what local employers are paying Computer User Support Specialists