End User Support Specialist - Tier 1

Integres, LLC•Sharonville, OH

9d•Onsite

About The Position

We are seeking an End User Support Specialist 1 to join our team. Our managed services business needs a Desktop Support Specialist I (DSS I) to provide excellent end-user support and resolve potential or actual technical issues. The Desktop Support Specialist I will troubleshoot a variety of software packages, hardware devices, and peripherals. The role also involves configuring computer systems according to company policies, maintaining strict privacy and security practices when handling sensitive data on company drives, diagnosing technical problems, and following up to ensure issues are fully resolved. Additional responsibilities include performing regular system maintenance, updating operating systems while minimizing downtime and increasing productivity, and assisting with data backup activities in the event of data corruption.

Requirements

Associate degree or better in Information Technology, Computer Science, or a related field.
CompTIA A+ certification
Microsoft Certified Solutions Associate (MCSA) certification
Microsoft Technology Associate (MTA) certification
Candidates may also pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.
Cisco Certified Entry Networking Technician (CCENT)
Cisco Certified Technician (CCT)
Regular and reliable attendance.
Ability to work overtime to complete projects.
Strong attention to detail.
Strong organizational skills.
Ability to multitask and keep up in a fast-paced work environment.
Ability to utilize critical thinking to complete tasks.
Flexibility in scheduling to meet business needs.
Ability to work in an office environment.
Ability to sit for long periods of time.
Ability to utilize a keyboard and mouse.
Ability to work in front of a computer screen for long periods of time.

Responsibilities

Work with vendors to troubleshoot and resolve technical issues.
Provide support for reported problems involving: Desktop computers, Laptops, Peripherals, Mobile devices.
Install and configure desktop computer hardware, software, and peripherals using standard procedures.
Assist individuals experiencing problems with computer hardware, software, or networks by: Asking users to describe the problem, Diagnosing the issue, Walking customers through potential solutions.
Train users on the proper use of computer hardware and software, including: Printers, Email programs, Various software applications.
Track pending and completed computer help-desk requests to monitor: Performance of company products, including software and hardware, Overall health of company computer and network systems.
Answer inbound phone calls.
Respond to voicemails.
Answer inbound chats.
Maintain satisfactory quality assurance scores.
Assist other teams with overflow work.
Perform regular computer/system maintenance.
Update operating systems while minimizing downtime and maintaining productivity.
Assist with data backup activities in the event of data corruption.
Follow company policies and strict privacy requirements when handling sensitive data on company drives.