IT End User Services Technician
About The Position
As an IT End User Services Professional, you will provide technical support to staff, ensuring the smooth operation of their hardware, software, and IT services. Every day you will diagnose and resolve technical issues for various devices and applications, install/configure equipment, provide user training, and manage support tickets. To be successful, you will demonstrate strong troubleshooting skills, a comprehensive IT understanding, and excellent customer service, ensuring high end-user productivity and satisfaction. Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity. Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type. May be assigned to one or more projects as a project team member. Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices. Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary. Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
Requirements
- 2-4 years of experience in the service industry
Nice To Haves
- Associates degree or technical institute degree, certification of educational course completion
- Healthcare experience
Responsibilities
- Provide technical support to staff.
- Diagnose and resolve technical issues for various devices and applications
- Install/configure equipment
- Provide user training
- Manage support tickets
- Provide desktop hardware support for the user community
- Work on multiple functional systems that tend to be of moderate to high complexity
- Perform troubleshooting for moderate to high complex hardware, software and system problems
- Act as subject matter expert for at least one device type
- Be assigned to one or more projects as a project team member
- Ensure reliability of the devices
- Respond to incidents
- Perform diagnosis
- Execute incident resolution for those requiring medium to high complexity
- Utilize previous experience to reach resolution and will contribute to knowledge management system(s)
- Escalate issues when necessary
- Respond to customer requests received via the Service Management application
- Fulfill requests of moderate to high complexity
- Interact with the customers in a courteous and professional manner
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
