Senior EUS Technician

Vervint•Minneapolis, MN

3d•Hybrid

About The Position

As a Senior EUS Technician, you are a key supporting player of the End User Services team. In this role, you will be responsible for providing quality technical support to clients, both remotely and in-person, as you continue to build your technical skillset. As an established performer of the practice, you will also be responsible for providing guidance less experienced EUS Technicians.

Requirements

Demonstrated customer service skills, including working with people of diverse backgrounds and abilities.
Willingness and ability to troubleshoot issues with new or unknown technologies, with a focus on learning and adaptability.
Experience imaging or loading PCs for use.
Experience with PC refreshes, replacing existing PCs, and transferring of data.
Experience with break/fix replacement hardware components on PCs.
Working knowledge of Microsoft Active Directory & Entra, Microsoft 365 Products, and Windows Operating System.
Willingness to participate in an on-call rotation and perform after hours work as needed.
Leadership qualities including the ability and desire to coach and mentor less experienced team members.
High school diploma or equivalent or combination of education and experience.
At least 5-7 years of experience with desktop troubleshooting.

Nice To Haves

Advanced technical training preferred.
Experience with Networking, Intune MDM, and other Microsoft Products preferred.

Responsibilities

Perform Tier I and II level support, and some Tier III support as needed, escalating tier 3 issues to vendors or other teams as needed.
Maintain detailed records of each support request, including the issue description, troubleshooting steps taken, and the resolution provided, all within defined SLA.
Troubleshoot PC hardware and software within the framework of established company and customer policies and procedures.
Provide on-site support for desktop and laptop PCs and other technology at locations throughout the local area.
Support users at our client’s offices (in-person and remote), support of other locations as necessary with little supervision.
Deploy, recycle, and dispose of PCs at the direction of managers and peers.
Use ticketing and inventory systems to track and manage support requests and inventory efficiently and effectively.
Facilitate a parts and supplies depot at a customer site with weekly inventory tasks.
Engage in projects upgrading network infrastructure on-site and within the datacenter as a member of an on-site networking team.
Provide effective technical support to customers in-person and over the phone.
Support clients through on-call rotation.