What are the responsibilities and job description for the User Support Technician position at SGS Consulting?
Job Details
Description:
INTAKE NOTES:
- Must be onsite
- Hours-M-F; 8-5pm
- Extension possible
Skillset Matrix: Manager Notes
Technology Requirements (I.E Programs, systems, etc):
- Microsoft products, active directory
What does a typical day look like? (daily tasks):
- Working through break/fix tickets, taking calls, setting up new hire
Preferred background/prior work experience:
- Helpdesk experience
Priority soft skills:
- Time management, communication
Summary of Duties and Responsibilities
- IT Help Desk support (On rotating basis with some after-hours coverage):
- Answer help desk phone calls.
- Route help desk tickets to appropriate technicians or support groups.
- Provide on the spot troubleshooting as time allows.
- Provide walk up support.
- Provide local support for the following systems (installation, upgrades, troubleshooting):
- PC/Laptop Hardware and Software
- Network Peripherals, Printers, Copiers
- Telephone System
- Enterprise/Business Applications
- Mobile devices
- Audio/Visual
- Maintain loaner laptops.
- Hardware procurement, inventory, disposal support.
- Account Management advanced support.
- Off-site support (conferences)
Qualifications:
- To perform this job successfully, an individual must be able to perform essential duties satisfactorily.
- The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Reasonable accommodation can be made to enable individuals with disabilities to perform essential functions.
Skills:
- Windows 10 & 11 experience.
- Microsoft Office 365 experience.
- Working knowledgeof Laptop/Desktop/Printer Hardware.
- General Networking and Wireless skills.
- PC/Laptop build and Imaging experience.
- ActiveDirectory and Microsoft Exchange/O365 experience.
- Desktop support tools working knowledge.
- Anti-Virus, Malware, Spam, and other security remediation experience.
- Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
- Ability to be an active participant and contributor on a professional IT Support Team.
- Exceptional communication skills, telephone support skills, and interpersonal skills with a customer service focus
- Ability to plan/organize time and workload.
- Ability to prioritize and escalate based on problem/issue severity.
- Ability to follow standard processes/procedures.
- IT service management system experience required (ServiceNow experience a plus).
- MacOS experience a plus.
- Documentation and Knowledge base experience desired.
- Ability to work assignments that are moderately complex in nature where judgement is required in resolving problems and making routine recommendations.
- Mid-level position, all relevant experience considered, PC support experience required.
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