End User Support Technician

$55,476 - $58,394/Yr

Aspen Tech Labs - Toledo, OH

Full-time - Entry Level

Toledo, OH

About the position

The End User Support Technician is responsible for delivering high-quality customer and technical support within the organization. This role involves managing service desk tickets, providing hardware and software support, and ensuring effective communication with clients regarding their requests and incidents. The technician will also handle account management, maintain asset management systems, and assist in training users on data communications equipment.

Responsibilities

• Document and prioritize service desk tickets, email messages, phone calls, and other communications.
• Respond to customers in a timely manner and enter detailed information into the Departmental tracking system.
• Ensure clients are regularly notified and updated as to the status of their requests and incidents.
• Provide first and second level computer hardware, printer, and software support.
• Perform account management and maintenance for various applications and systems.
• Troubleshoot and support video conferencing (VC) systems and VoIP phone systems.
• Escalate technical support issues internally and externally with manufacturers.
• Create technical documentation and maintain the asset management system.
• Image computers and provide support to ad hoc projects as required.
• Ensure that physical desk side connections and network jacks are in proper working order.
• Monitor license compliance and ensure all software in use has the appropriate entitlements.
• Assist in training users in the proper operation of data communications equipment.
• Maintain inventory records of data communications equipment.
• Perform periodic on-call duties and other tasks related to supplies, services, and systems.

Requirements

• Graduation from high school or General Education Development (GED) tests equivalency.
• Six (6) months of experience maintaining and repairing data communications equipment.
• CompTIA A+ certification.
• An Associate's degree in Computer Electronics or a closely related area may be substituted for six (6) months of experience.
• Must possess a valid driver's license.

Nice-to-haves

• Post-secondary education in a related field is preferred, but not required.
• Telephony experience is preferred.

Benefits

• Health Insurance with a broad network of health services options.
• Group Life Insurance coverage based on collective bargaining agreement.
• Membership in the Ohio Public Employees Retirement Plan (OPERS).
• Voluntary governmental 457(b) deferred compensation plan.
• Voluntary pre-tax savings contributions retirement plan (401(k)).
• Voluntary post-tax savings contributions retirement plan (Roth 401(k)).