Senior Technician, Technology Support

UPS

21h • Onsite

About The Position

Technology Support East - Senior TSG Technician About the Technology Support Group UPS: When you have a tech problem that seems insurmountable, we will be there to guide you to the finish line! Our people skills and ability to simplify technical terms and processes set us apart from the average I.T. worker. Our tech support teams are just as committed to helping fix your problems as we are to promoting technology literacy. Job Summary: The Technology Support East (TSE) provides support for all technology activities in the Air Group Building and is committed to prompt resolution of all technical related issues within the Air Group Staff area and all other UPS Airline departments. The TSE Technician provides support for all technical activities and is responsible for timely resolution of assigned SMC events. Highlights of this role include taking ownership of the end-user base and resolve technology related problems with all computer equipment including peripherals, network interface components, operating systems, Audio Video equipment and mobile devices supported by TSG. Accurately managing technology hardware and software inventory. Updating all work tracking tools with detailed troubleshooting and resolution information. Use of remote tools to support customers on-site and those teleworking. Job Description: Identifies and resolves technical issues and provides user support for, desktop and laptop computers, tablets, and cellular phones. Performs troubleshooting to resolve computer hardware, software, and network problems. Escalates to the next level as needed. Daily activities will include technical problem resolution, follow-up, and documentation in Service Now. Job involves the imaging, moving and replacement of workstations, and peripherals, including data transfer and cable management. Work hours are Monday – Friday 8:00am – 4:30pm with a 15-minute Flex Start. Holiday and Peak Support coverage may require change in work schedule. This position is onsite. This position offers an exceptional opportunity to work for a Fortune 50 industry leader. If you are selected, you will join our dynamic technology team in making a difference to our business and customers. Do you think you have what it takes? Prove it! At UPS, ambition knows no time zone.

Requirements

• A degree in Technology, equivalent technology certifications or minimum of 2 years technology support experience
• Knowledge of MS Office Suite
• Proficient in PC Hardware, Software, and Networking
• Must be able to think analytically and have excellent customer service skills
• Must have knowledge of Service Now (SMC)
• Must be able to physically move computer equipment
• Ability to interact and work well together in a team environment
• Must have the ability to perform with a fast-paced operation
• Must be a self-starter and have a positive attitude
• Excellent written and verbal communication
• Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Nice To Haves

• Knowledge of UPS applications: SMC, and Tech Budget applications, Track-It Inventory System is a plus
• Advanced understanding of Corporate Hardware and Software Standards processes
• Basic understanding of the Change and Problem facilitation process
• Basic understanding of the Computer Facilities SNAPUP process
• Knowledge of both LAN Network and Wireless LAN Networks (more specifically switches and Access Points)
• Working knowledge of configuring UPS issued Cell phones and Multifactor Authentication

Responsibilities

• Identifies and resolves technical issues and provides user support for, desktop and laptop computers, tablets, and cellular phones.
• Performs troubleshooting to resolve computer hardware, software, and network problems.
• Escalates to the next level as needed.
• Daily activities will include technical problem resolution, follow-up, and documentation in Service Now.
• Job involves the imaging, moving and replacement of workstations, and peripherals, including data transfer and cable management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree