End User Support Technician

job summary:

• Assist with new hire desk setups, office/department move equipment connection
• Assist with departing customer hardware removal and stock organization
• Provide technical assistance and resolution as necessary with a emphasis on customer support, teamwork and a sense of urgency
• Provision, repair and refresh/replace computer systems and perform routine maintenance (Apple knowledge a plus but not required)
• Advanced troubleshooting of hardware and technical incidents
• Assume ownership, update and resolve tickets assigned individually or within a group queue
• Serve as direct point of contact for customers seeking technical assistance, in-person
• Ensure accurate inventory of devices, and their assignment to users, through detailed documentation in ticketing system
• Assist customers with installation of new software packages, based on licensing requirements
• Collaborate, coordinate and communicate with IT Service Owners for the resolution of complex issues
• Provide accurate information on IT products or services and their availability
• Follow-up and update customer on request status
• Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested

• High school diploma or equivalent, technical school or technical courses in computer repair a plus and may partially substitute for experience
• Minimum one-year related experience
• Basic knowledge of computer hardware and operating systems
• Well organized, good communication written and verbal
• Experience with ServiceNow and SCCM, a plus
• Ability to lift moderate-sized computer equipment
• Be available for mandatory after-hours/weekend support tasks as assigned

• Experience level: Entry Level
• Minimum 1 year of experience
• Education: High School