End User Support Technician

RISE GROUP INC•Cranston, RI

1d•$23 - $25•Onsite

About The Position

As an End User Support Technician, you will be responsible for supporting and maintaining end user computer systems, desktops, laptops, Office 365 accounts, MFA, access to business applications, remote desktop technology (RDS/RDP), hard phones, soft phones, and variety of application software installations, Microsoft Teams, OneDrive, shared folders, mobile device hardware (iPhones, Android, Surface Pro tablets, etc.) and peripheral devices (printers, some lab devices, etc.). Maintain adequate knowledge of current hardware and software in use to maximize efficiency of the network and user's utilization of said systems and resources. Analyze and resolve user's technical problems in a timely and accurate manner and provide end user assistance and training where required.

Requirements

High school diploma or technical equivalent
Ability to communicate technical concepts clearly
Basic knowledge of PC hardware, networking, and Microsoft products
Strong troubleshooting skills

Nice To Haves

Associate degree in an IT‑related field
Customer‑service experience
“Microsoft 365 Certified: Fundamentals” or higher

Responsibilities

Documenting, tracking, and monitoring problems to facilitate a timely resolution
Answering questions and providing information, advice and instructions to clients
Monitor incident requests and process first-in first-out based on priority
Demonstrate excellent customer service via phone and proven ability to professionally communicate via email
Applying diagnostic techniques for problem troubleshooting to identify root cause and direct to appropriate escalation resource as needed
Excellent time management and organizational skills and is comfortable working without direct supervision to troubleshoot and assist customers
Performs other duties/projects as needed or assigned to support the team.