User Tech Support Specialist

Job Summary

The User Tech Support Specialist is responsible for providing technical assistance and support to a workforce located across the globe. The position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation per Business Technology policies and procedures. User Tech Support Specialists provide second-level support on more complex issues.

Principal Accountabilities

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool
• Administer user accounts via Active Directory, group membership and rights assignment based on estabilished procedures
• Escalate problems as appropriate following Service Desk procedures
• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers throughout the problem resolution process
• Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections
• Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM
• Perform other duties as assigned

Knowledge & Skills

• Knowledge of current Microsoft desktop operating system and application software
• Demonstrated knowledge of personal computer hardware configuration and setup
• Excellent Telephone and face-to-face communication skills
• Excellent knowledge of service desk processes and functions in support of end-user computing needs
• Demonstrated writing and typing ability
• Demonstrated ability to manage multiple priorities and follow through on projects to completion

• High school diploma plus some advanced training
• Three (3) to five (5) years of Service Desk experience

• College degree strongly preferred
• Current certification in at least one of the following areas preferred:
  • CompTIA A+, Network+, or Security+
  • Microsoft Certified Solutions Associate (MSCA), preferably in Microsoft’s current Desktop Operating System
  • ITIL v3