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End User Support Specialist

Ogden, UT

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End User Support Specialist
Pro Search Inc.

Job #700761512
Our client in Ogden, UT is currently seeking and End User Specialist to join their team ASAP! PRIMARY DUTIES AND RESPONSIBILITIES: • Provide exceptional customer service and IT Support to the client population for all end user services • Provide Tier 1 and Tier 2 support of medium to high complexity • Manage Incidents and Service Requests from the IT portal, emails, calls, chats and walkups • Receive, log and manage incidents and service requests; maintain Asset Database and track changes • Perform end user system installs, break/fix and/or removals in compliance with asset management and data security policies • Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users • Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System • Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible • Recommend procedures and controls for problem prevention • Perform root cause analysis for identified problems • Take ownership and responsibility of an issue from start through resolution • Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress • Share resolutions with extended team and document in information knowledge base; provide training to team members as needed • Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support • Learn fundamental operations of commonly used software, hardware, systems and other equipment • Develop solid understanding of IT operations, applications, systems and business related processes and procedures • Become familiar with client systems and resources • Educate client constituency and promote adoption of available self-service tools • Conduct customer/user satisfaction call-backs/surveys • Provide support for IT Projects and IT Service Delivery initiatives • Other duties as assigned EDUCATION: • High school diploma required • Associates or Bachelor’s degree in Computer Science or related field preferred EXPERIENCE: • Customer service experience required • 2 years of related experience • A , Net , Security or applicable certifications a plus REQUIRED SKILLS AND ABILITIES: • Excellent customer service and interpersonal skills; professional demeanor • Excellent organizational and time management skills • Strong verbal and written communication skills • Self-motivated, self-starter, strong self-discipline, and business curiosity • Demonstrated problem-solving skills • Computer aptitude • Ability to diagnose and troubleshoot software and hardware problems • Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills • Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite • Ability to work with or without direct supervision • Schedule flexibility to assist with open shifts as needed • Ability to work holidays as required • 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 • Must have a driving license WORK HOURS AND CONDITIONS : • Primary hours are 8:00 a.m. to 5:00 p.m., Monday - Friday. Some shift work and on call rotation required
Updated 07/13/2018

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