End User Support Specialist
Pro Search Inc.
Our client in Ogden, UT is currently seeking and End User Specialist to join their team ASAP! PRIMARY DUTIES AND RESPONSIBILITIES: â€¢ Provide exceptional customer service and IT Support to the client population for all end user services â€¢ Provide Tier 1 and Tier 2 support of medium to high complexity â€¢ Manage Incidents and Service Requests from the IT portal, emails, calls, chats and walkups â€¢ Receive, log and manage incidents and service requests; maintain Asset Database and track changes â€¢ Perform end user system installs, break/fix and/or removals in compliance with asset management and data security policies â€¢ Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users â€¢ Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System â€¢ Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs â€¢ Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible â€¢ Recommend procedures and controls for problem prevention â€¢ Perform root cause analysis for identified problems â€¢ Take ownership and responsibility of an issue from start through resolution â€¢ Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress â€¢ Share resolutions with extended team and document in information knowledge base; provide training to team members as needed â€¢ Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support â€¢ Learn fundamental operations of commonly used software, hardware, systems and other equipment â€¢ Develop solid understanding of IT operations, applications, systems and business related processes and procedures â€¢ Become familiar with client systems and resources â€¢ Educate client constituency and promote adoption of available self-service tools â€¢ Conduct customer/user satisfaction call-backs/surveys â€¢ Provide support for IT Projects and IT Service Delivery initiatives â€¢ Other duties as assigned EDUCATION: â€¢ High school diploma required â€¢ Associates or Bachelorâ€™s degree in Computer Science or related field preferred EXPERIENCE: â€¢ Customer service experience required â€¢ 2 years of related experience â€¢ A , Net , Security or applicable certifications a plus REQUIRED SKILLS AND ABILITIES: â€¢ Excellent customer service and interpersonal skills; professional demeanor â€¢ Excellent organizational and time management skills â€¢ Strong verbal and written communication skills â€¢ Self-motivated, self-starter, strong self-discipline, and business curiosity â€¢ Demonstrated problem-solving skills â€¢ Computer aptitude â€¢ Ability to diagnose and troubleshoot software and hardware problems â€¢ Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills â€¢ Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite â€¢ Ability to work with or without direct supervision â€¢ Schedule flexibility to assist with open shifts as needed â€¢ Ability to work holidays as required â€¢ Maximum occasional lifting of up to 50 pounds, frequent lifting of up to 25 pounds. Typically on feet 6 hours of an eight hour day â€¢ Must have a driving license WORK HOURS AND CONDITIONS : â€¢ Primary hours are 8:00 a.m. to 5:00 p.m., Monday - Friday. Some shift work and on call rotation required