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MUST BE LOCATED IN Farmers Branch, TX
• Skill Set required – End User Support Tech
Overview
The Technician is the first point of contact for the business partners. As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool. This includes software, hardware, network, telecommunication systems and basic desktop support matters. In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader team). Individuals in this position may also install software, updates and upgrades on the computers, workstations and network. Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the Values.
Duties and Responsibilities
• Participate in on call rotation
• Provide accurate and timely updates to work tickets, incidents, and outages
• Develop a command of ITIL service management practices and customization made to SGWS standards
• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality,
data, reporting, administration, etc.)
• Receive, ticket, and route end user support issues
• Complete issue resolution
• Document all support outcomes, including resolution and notes
• Participate in updating service policies and procedures (where needed)
• Assist with commercial and custom system testing and debugging (new releases, features, etc.)
• Communicate status of issues to users (verbally or digitally)
• Learn and develop expertise in in-scope applications
• Provide the support to resolve incidents
• Maintain awareness of system environment to ensure the highest level of service and support to the
organization
• Support and maintain knowledgebase with current standards and resolution procedures
Minimum Qualifications
• Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
• Strong communications skills (written and verbal)
• Demonstrated patience and empathy for user community
• Ability to follow instructions
• Strong networking skills, including an ability to leverage relationships to solve problems
• Strong problem-solving skills
• Strong time management skills (i.e. works efficiently)
• Delivers Results
• Change agent
• Collaboration/Teamwork
• Critical Thinking
Contractor
Business Services
$50k-63k (estimate)
06/05/2024
07/30/2024
StevenDouglas.com
SUNRISE, FL
200 - 500
1984
Private
STEVEN D SADAKA
$10M - $50M
Business Services
Steven Douglas Associates is a search and project-based services firm in the USA.
The job skills required for End User Support Specialist include Desktop Support, Networking, Problem Solving, Computer Science, Time Management, Communication Skills, etc. Having related job skills and expertise will give you an advantage when applying to be an End User Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by End User Support Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for End User Support Specialist positions, which can be used as a reference in future career path planning. As an End User Support Specialist, it can be promoted into senior positions as a PC Maintenance Technician III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary End User Support Specialist. You can explore the career advancement for an End User Support Specialist below and select your interested title to get hiring information.