User Support II - Hybrid Schedule

The User Support II is responsible for providing exceptional customer service and technical support to end-users. This role leverages advanced knowledge of end-user hardware, software, and networking technologies to resolve both routine and complex employee technology issues, minimizing downtime and ensuring peak performance of end-user technologies.

• Customer Service: Provide proactive and responsive support to inbound customer service requests. Utilize de-escalation techniques to manage frustrated customers and ensure a positive experience.
• Technical Support: Diagnose and resolve hardware and software issues, perform software distribution, and create/update tickets to reflect changes. Use remote tools and resources to troubleshoot and resolve complex technical problems.
• End-User Technologies: Maintain working knowledge of a wide range of technologies, systems, and applications, including operating systems (Windows, Mac OS), Microsoft Office, PC hardware, printers, mobile devices, network, and telephony technologies.
• Communication: Employ strong communication skills to interpret issues, explain solutions, and engage with customers effectively. Act as an escalation point and technical resource for less experienced Service Desk staff.
• Collaboration: Serve as a subject matter expert (SME) for the IS team(s), collaborating to gather information and bring insights back to the Service Desk staff. Participate in team projects and organization-wide improvement initiatives.
• Incident Management: Regularly monitor the work queue, respond to assigned incidents and request tickets promptly, and provide suggestions for troubleshooting steps to resolve incidents on first contact.
• Training and Mentoring: Provide guidance, training, and mentoring to less experienced Service Desk staff. Assist in the coordination and scheduling of team members.
• Installation and Maintenance: Conduct installation, setup, maintenance, upgrading, repair, and tracking of organization computer equipment. Ensure optimal workstation performance.
• Problem Diagnosis: Ask questions and use diagnostic programs to efficiently and accurately diagnose issues and resolve them according to standard procedures. Walk end-user clients through problem diagnosis and resolution process ensuring clear effective communication and client satisfaction.
• Network Support: Resolve technical problems with connectivity issues with LAN, WAN, and VPN systems.
• Performance Monitoring: Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency. Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.

Ancillary Responsibilities:

• Learning and Development: Learn new technologies and procedures as they are introduced and as new software, hardware, and network technologies are implemented by the company. Provide technical training to non-technical end-users.
• Coordination: Coordinate complex resolutions with other IT groups in the organization, as appropriate. Effectively utilize ticket system for addressing issues, logging resolutions, escalating issues, and conducting follow-up.

• Communication Skills: Excellent written and spoken English skills. Ability to interpret reports, analyze data, and provide clear feedback. Frequently communicates with co-workers on project requirements, must be able to exchange accurate written or verbal communications.
• Problem-Solving: Strong analytical skills with the ability to diagnose and resolve complex technical problems. Excellent problem-solving and multitasking skills. Must be able to assess information from computers.
• Customer-Oriented: Must have excellent team working skills and ability to coordinate efforts with team members. Customer-oriented attitude.