End User Tech

First Quality•Macon, GA

2d•Onsite

About The Position

We are seeking an End User Tech for our First Quality Baby Products site located in Macon, GA. This position will be responsible for operational infrastructure support, maintenance and troubleshooting to ensure optimum utilization of IT resources. The End User Technology Technician is responsible for the business support needs, daily monitoring of Incidents / Requests, and the support of our user environment. Primary responsibilities include: Identifying, diagnosing, and resolving level one issues in computer hardware and software in laptops and PCs. Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems. Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops. Providing one on one assistance to the end user regarding the technical flaw, either by phone, emails, or in person. Troubleshooting network related issues like local area connection problems, network access, e-mail, internet, connectivity issues. Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same. Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc. Divisional, local, enterprise incident management support. Collaborate with Service Desk, Lead\Divisional IT Leads\IS\FQ Businesses. Understands concepts of ITIL and IT service management. Assist in change management efforts. Provide feedback to services and capabilities provided by IT. Responsible for customer /satisfaction, service level objectives and IT improvement plans.

Requirements

Bachelor’s Degree in Computer Science or related field or equivalent experience.
Strong problem solving and decision-making skills with excellent written and verbal communications skills.
5+ years IT experience with at least 2 years in a $500M+ and/or Global Business.
High understanding of End User platforms and operating systems including Windows 7, Windows 10, Tablets, Apple iOS devices, Printers, Wireless connectivity.
Extensive application support experience.
Strong documentation skills.
Ability to work within a 24/7 environment across multiple time zones
Occasional travel to other First Quality offices required

Nice To Haves

Mac support experiences a plus.
Fluent in English; second language would be preferred.

Responsibilities

Identifying, diagnosing, and resolving level one issues in computer hardware and software in laptops and PCs.
Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems.
Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops.
Providing one on one assistance to the end user regarding the technical flaw, either by phone, emails, or in person.
Troubleshooting network related issues like local area connection problems, network access, e-mail, internet, connectivity issues.
Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same.
Providing assistance in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.
Divisional, local, enterprise incident management support.
Collaborate with Service Desk, Lead\Divisional IT Leads\IS\FQ Businesses.
Understands concepts of ITIL and IT service management.
Assist in change management efforts.
Provide feedback to services and capabilities provided by IT.
Responsible for customer /satisfaction, service level objectives and IT improvement plans.

Benefits

Competitive base salary and bonus opportunities
Paid time off (three-week minimum)
Medical, dental and vision starting day one
401(k) with employer match
Paid parental leave
Child and family care assistance (dependent care FSA with employer match up to $2500)
Bundle of joy benefit (year's worth of free diapers to all team members with a new baby)
Tuition assistance
Wellness program with savings of up to $4,000 per year on insurance premiums
...and more!