What are the responsibilities and job description for the User Support Technician position at Motion Recruitment?
Job Title: User Support Technician
Location: Raleigh, NC 27609
Employment Type: 6 Month Contract (Remote initially; onsite required when staff returns)
Job Description:
Our client is looking for a User Support Technician for a 6 Month Contract in Raleigh, NC 27609.
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
The successful candidate will handle escalated technical issues, deliver exceptional customer service, and work closely with users to troubleshoot and resolve a wide range of IT challenges. This role is initially remote, but onsite attendance will be required once staff returns to the office. Equipment can be shipped for remote work setup.
Key Responsibilities:
- Provide advanced technical support for hardware, software, operating systems, networking, telephony, and unified communications systems.
- Troubleshoot complex issues related to Microsoft Windows, Microsoft Office Suite, O365, network connectivity, email, smartphones, and web-based applications.
- Document incidents and service requests in an IT Service Management (ITSM) system, adhering to ITIL standards.
- Educate customers and establish proactive relationships to enhance the overall user experience.
- Ensure timely resolution of incidents and escalate unresolved issues to the next support level.
- Collaborate with team members to promote a positive and efficient service desk environment.
Required Skills & Experience:
- 2 years of experience in a contact center environment or service desk role.
- Advanced troubleshooting skills in Microsoft Windows, MS Office Suite, network connectivity, network printing, email, and related technologies.
- Strong organizational skills with the ability to follow complex procedures.
- Exceptional communication skills, both verbal and written, with proficient grammar and typing skills.
- Proven ability to translate technical issues into understandable terms for non-technical users.
- Demonstrated ownership, reliability, and urgency in addressing customer needs.
Preferred Qualifications:
- Experience with ServiceNow or similar ITSM tools.
- Certifications such as HDI Support Center Analyst, ITILv3 Foundation, or CompTIA A .
Education Requirements:
- Associate degree in Computer Information Technology, Networking Technology, or a related field from an accredited institution, and 2–4 years of related work experience.
- Equivalent combinations of education and experience will be considered.
Note: The selected candidate will be required to work onsite in Raleigh, NC, once the team returns to the office.
