POSITION SUMMARY:
End User Support Specialist will troubleshoot complex technical problems in a timely manner to reduce downtime and loss of productivity to end-users across all designated facilities and operating departments. Under the direction of the Manager, Desktop Technology & Support, this individual is responsible for tracking all support calls received and following through to a successful resolution. In addition this individual is also responsible for providing second tier support to local Desktop/Technology Specialists and providing timely reporting of any sensitive or outstanding issues to the local support manager in the user community. This is accomplished by assisting with a successful resolution, conducting additional analysis and resolution of identified opportunity areas within the facility (training, guidance for user groups, upgrade support, etc.).
KEY ACCOUNTABILITIES:
· Provide quality desktop support to the end user including support for the hardware, printing and applications.
· Maintain the integrity of the desktop computers through upgrades, support, and new technology.
· Set up and customize computers as necessary.
· Maintain an accurate inventory of desktop computers at multiple locations.
· Create documentation as required.
· Additional responsibilities as delegated.
SPECIAL SKILLS, TRAINING, OR EXPERIENCE:
· Associates degree in technical field or technical certifications/experience for any of the following: Microsoft Windows 2000/XP, MS Office Suite, Microsoft SMS knowledge, Symantec Ghost, Active Directory, TCP/IP, DNS, Windows Host Scripting.
· 2 – 4 years of similar work experience
· Proficient in the setup and installation of Windows 2000/XP Professional
· Proficiency with Microsoft office Application required
· Experience with Windows XP/Vista security and Group Policy is desired
· Experience with BlackBerry,
· Weekend and evening hours will be required as needed.
· Some travel will be required to support remote locations, with some overnight stays.
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