End User Support Technician

City of Toledo•Toledo, OH

4d•Onsite

About The Position

The End User Support Technician is responsible for providing a high level of customer and technical support to the organization. This role involves documenting and prioritizing service desk tickets, responding to customer inquiries, and providing first and second level support for computer hardware, printers, and software. The technician will also perform account management, troubleshoot various systems including video conferencing and VoIP phones, escalate issues, create technical documentation, maintain asset management systems, image computers, and support ad hoc projects. Additionally, they will ensure physical desk side connections are in proper working order, monitor license compliance, assist in training users, and perform periodic on-call duties.

Requirements

Knowledge of computer hardware and software.
Knowledge of performance grade audio/visual systems (PA, lighting, projectors).
Knowledge of the operation of iPhones, iPads, tablets, Androids, thin clients, and smartphones.
Skill in Microsoft Windows (7, 10) and Apple iOS.
Skill in Active Directory.
Skill in Exchange and Office 365 Administration.
Skill in SCCM (Image Creation, Package Rollout, Updates).
Skill in Microsoft Office 2013 and/or 2016.
Skill in PC hardware repair.
Skill in organization and time management.
Skill in interpersonal relations.
Skill in operating and troubleshooting data communications equipment.
Skill in maintaining computerized documentation.
Skill in written and verbal communication.
Ability to troubleshoot, diagnose, and respond to issues in a timely manner.
Ability to provide exceptional customer service to all employees.
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.

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 (e.g., create or modify user accounts and permissions, and perform password resets).
Troubleshoot and support video conferencing (VC) systems.
Troubleshoot and support VoIP phone system.
Escalate technical support issues internally and externally with manufacturers.
Create technical documentation.
Maintain asset management system.
Imaging computers.
Provide support to ad hoc projects as required.
Ensure that physical desk side connections network jacks, and connectors between PCs and servers are in proper working order and arranged in a quality manner.
Ensure the appropriate entry, update, tracking, escalation, and closing of end user support assets.
Carefully monitor license compliance, and ensure all software in use has the appropriate entitlements.
Assists in training users in proper operation of data communications equipment.
Assists computer operations personnel in the area of basic troubleshooting.
Receives and stores communication parts and equipment.
Maintains inventory records of data communications equipment.
Perform periodic on-call duties and other tasks related to supplies, services, and systems within position scope.