What are the responsibilities and job description for the End User Support position at Mount Indie?
Job Description
Job Description
The End User Service Specialist (EUS) provides Tier II support for customer related IT issues that are escalated by the Tier I Service Desk for all locations. The End User Services (EUS) Specialist provides in-person technical support to customers in response to tickets submitted through the Service Desk or directly in ServiceNow either at their designated workspace or reserved hoteling workspace to troubleshoot, and maintenance of, hardware, software, networking, and other computer-related technologies.
The EUS Specialist is expected to exhibit a high standard of;
Customer service expertise and professionalism
Complete assigned tasks in accordance with the IT GEMS SLAs and protocol established by the EUS Team Lead
Professional communication (written, verbal, and in person) with all customers (internal and external), team members, and vendors at alltimes
Deliver a positive customer experience across every interaction
EUS Specialists should be proactive and seek opportunities to promptly service customers by actively monitoring their ServiceNow ticket queues daily, updating tickets at a minimum every three business days towardstimely issue resolution.
As required, follow-up and coordination with other technical teams may be necessary to help drive issues to closure on behalf of customers.
Primary Responsibilities and Activities
Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I / Service Desk.
Provide excellent, in-person and remote services to IT users, repair and maintain hardware, software, networking, and other computer-related technologies.
Troubleshoot and resolve Tier II issues upon first contact, when possible, for hardware, software, networking, and other computer-related technologies to include, but not limited to, OS issues, application issues, software installations, and service requests.
Set-up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment.
Setup and troubleshoot network printers and standalone printers
Support the set up and DOD Configuration of GFE mobile devices.
Install hardware and software, to include equipment moves and hardware relocations.
Provide "how to" assistance on all internally supported devices, applications, and systems.
Escalate issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements and follow up on incidents when appropriate.
Mentor and train new team members.
Contribute to IT technical knowledge base, ServiceNow Knowledge Articles, EUS internal WIKI Teams Channel webpage
Support the Team Lead with escalations, major incident management, and customer communications.
Monitor EUS Specialist Scorecard Dashboard in ServiceNow to maintain ticket queue and meet contractual Key Performance Indicators (KPIs).
Accountable for managing ticket queue and prioritizing work based on impact and urgency.
Meet or exceed Service Level Agreement (SLA) thresholds for ticket resolution.
Additional activities the EUS practitioner is responsible for :
Troubleshooting reported IT hardware equipment and diagnosing abnormalities with customers' equipment.
Troubleshoot and resolve network equipment such as Conference room and reported printer issues
Provide support with upgrade of network equipment such as Conference room and reported printer issues
Escalating issues outside the EUS team's expertise to the appropriate specialist support group
Installation of requested / approved software on the requesting customer IT equipment.
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