What are the responsibilities and job description for the User Support Technician II - HYBRID 6 Month Contract - Raleigh, NC Commutable Distance Required position at FairPoint Communications?
Job Overview
The User Support Technician II is a crucial member of the Service Desk team, primarily engaging in advanced troubleshooting for state and local government employees, private sector businesses, educational institutions, and citizens of North Carolina. This hybrid role, based in Raleigh, NC, supports a diverse range of users and operates within a dynamic, 24⁄7 service environment.
Key Responsibilities
The User Support Technician II role offers significant potential for professional development, with opportunities to pursue further certifications and training that can enhance your career trajectory within the IT field.
Company Culture And Values
Joining our team means becoming part of a collaborative and service-oriented environment that values diversity and promotes excellence in customer service.
Networking And Professional Opportunities
This position provides a platform for building a robust professional network, allowing for collaboration with peers and industry experts, contributing to your personal and professional growth.
Employment Type: Contractor
The User Support Technician II is a crucial member of the Service Desk team, primarily engaging in advanced troubleshooting for state and local government employees, private sector businesses, educational institutions, and citizens of North Carolina. This hybrid role, based in Raleigh, NC, supports a diverse range of users and operates within a dynamic, 24⁄7 service environment.
Key Responsibilities
- Deliver advanced technical assistance through various channels, including phone, email, and support tickets.
- Conduct thorough research and analysis to identify issues, gathering pertinent information from users to address non-routine problems.
- Resolve technical challenges or escalate them appropriately, ensuring a high standard of customer service is maintained.
- Document all support activities and solutions meticulously in an IT Service Management platform, adhering to ITIL best practices.
- Foster positive relationships with users, providing educational support as necessary and translating complex technical concepts into accessible terms.
- Exceptional customer service abilities and a strong orientation towards meeting user needs.
- Advanced technical knowledge applicable to both routine and intricate tasks, particularly in hardware, software, and network systems.
- Proficiency in troubleshooting Microsoft Windows 7 and 10, Microsoft Office Suite, O365, and other desktop applications.
- Effective communication skills, both verbal and written, with a focus on clear documentation and user education.
- Capability to follow and implement detailed technical procedures while demonstrating a sense of ownership and urgency in service delivery.
- An associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or a related field from an accredited institution.
- A minimum of 2-4 years of relevant work experience or an equivalent combination of education and experience.
- Certifications such as HDI Support Center Analyst, ITILv3 Foundation, or A are highly preferred.
The User Support Technician II role offers significant potential for professional development, with opportunities to pursue further certifications and training that can enhance your career trajectory within the IT field.
Company Culture And Values
Joining our team means becoming part of a collaborative and service-oriented environment that values diversity and promotes excellence in customer service.
Networking And Professional Opportunities
This position provides a platform for building a robust professional network, allowing for collaboration with peers and industry experts, contributing to your personal and professional growth.
Employment Type: Contractor
