End user support specialist

Descripción general

Responsible for the installation, configuration and ongoing functionality of desktop computers, peripheral equipment and software with direct supervision and within established standards and guidelines. Uses basic troubleshooting skills and technical knowledge to respond to situations where standard procedures have failed in isolating or fixing equipment or software problems and performs restorative and maintenance actions remotely to resolve end-user problems.• Performs upgrades on computer systems to ensure quality performance on a long-term basis
• Coordinates configuration/installation and basic troubleshooting of PC hardware and software
• May collaborate with network services, software systems engineering and/or application development in order to restore service and/or identify problems
• Provides remote support to field offices to resolve technical issues
• Handles new user computer setups and processes termination-related hardware decommission requests
• Displays creativity and latitude in regard to identifying and resolving basic technical issues with computer systems with assistance of a team
• Works with a team to respond to priority cases such as work stoppages with a sense of urgency and in compliance with documented service levels including but not limited to: problem recognition, research, isolation, customer updates, incident documentation, case resolution and user follow-up
• Prioritizes case and call queues to resolve outstanding tickets in a timely manner; provides proactive communication and status updates to impacted users
• Process all U.S equipment purchasing orders. Will oversee building quotes, obtaining approvals and checking on delivery.
• Work with Depot department in order to maintain stock and make the necessary purchases.
• Coordinate and follow up on all hardware retrievals from terminated user, making sure the equipment is received at our depot.
• Performs other duties as assigned by management

Requisitos para aplicar

* Bachelor degree preferred in relevant field
• Working knowledge of fundamental operations of relevant software, hardware and other equipment.
• Knowledge of relevant call tracking applications.
• Knowledge and experience of customer service practices.
• Related experience and training in troubleshooting and providing help desk support.
• Enterprise Equipment purchasing.
• CDW knowledge and use.
• ServiceNow knowledge is a plus
* 90%+ oral and written English.