What are the responsibilities and job description for the End User Technical Support position at Serenity Info Tech, Inc.?
Job Details
End User Technical Support
Boise, ID - Onsite position
In-person Interview
The role will primarily involve:
- Face-to-Face desktop technical support as well as phone/email support for end users
- Support of Windows-based machines (Windows 10 & 11)
- Basic Active Directory user management
- Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment
- Assisting with basic phone system usage (state phone system, Cisco-based)
- Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms
Identify, research, and resolve technical problems.
Respond to telephone calls, email, ticketing system and personnel requests for technical support.
Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.
Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom
Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems.
Excellent customer service and ability to de-escalate tense situations.
Minimum Qualifications:
Install and support Windows environments
Experience using ticketing system
Strong organization, problem solving and multi-tasking skills
Sensitive to confidential information
Able to pass a fingerprint background check.
Strong sense of customer service and professionalism, even in a sometimes-stressful environment
Ability to complete assigned tasks individually, as well as work cooperatively
Preferred Qualifications:
Knowledge of Microsoft Azure/Entra AD/M365
Experience working in virtualized environments
Thanks & Regards,
Mansi Jain
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