Senior IT End User Services Specialist
About The Position
Members of the End User Services (EUS) Technical Support team are responsible for on-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals. They are responsible for responding to incidents and problems, and fulfilling requests. They understand the business implications of computer hardware and system issues, allowing them to appropriately set incident severity levels, and can troubleshoot a wide variety of technical problems, engaging other IT areas as needed. The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards. They are also responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise. The EUS team member monitors the performance of desktop hardware and maintains a secure environment. Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community.
Requirements
- Associates degree or technical institute degree/certificate or 4-6 years relevant experience
- 4-6 years of experience in the service industry
- Advanced customer service skills
Nice To Haves
- Google Suite experience
- Healthcare experience
Responsibilities
- On-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals
- Responding to incidents and problems, and fulfilling requests
- Understanding the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels
- Troubleshooting a wide variety of technical problems and engaging parties in other areas of IT to address problems
- Understanding the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards
- Understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise
- Monitoring the performance of desktop hardware and maintaining a secure environment
- Striving for improvements to operational efficiencies and seeking to continually add value to the services delivered to the user community
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
