What are the responsibilities and job description for the IT User Support Specialist position at Global Channel Management?
About the job IT User Support Specialist
IT User Support Specialist II needs 5 years experience
IT User Support Specialist II requires :
3 years, 5 years preferred
Vocational and / or Technical Education Preferred
IT User Support Specialist II duties :
Provide a high level of customer service while working in a dynamic complex environment under limited supervision and direction. Provide second level end-user PC support for staffed locations and remote offices.
Provide high level on-site call center support,
Perform configuration / installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets / iPads, printers, messaging and mobile devices, and MIFI
Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office
Suite other applications.
Provide incident & problem summaries, status reports, and project status as required
Comply with and support ITIL change-incident-problem-asset management processes and work instructions
Coordinate with 2nd and 3rd tier teams to ensure timely resolution of complex end user
technology issues and incidents to ensure meeting agreed upon service levels
Maintain highly accurate inventory records
Provide end user training and knowledge documentation
Deploy, procure, and collect desktop equipment from end user.
Provides day-to-day technical support to employees for a range of hardware and software related systems.
Under limited supervision, this job responds to problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
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