End User Support Specialist

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better.

Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible.

We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Watch this video to see more of what sets Starkey apart. 

https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB

The End User Support Specialist is responsible for the configuration, installation, maintenance, and troubleshooting of Starkey’s computer system software and hardware, desktop and mobile devices,  peripherals, operating systems, applications and related network devices.

JOB RESPONSIBILITIES/RESULTS 

• • Answer customer’s inquiries in person and via telephone, email, and walkup concerning systems operation.
  • Complete and log service requests during the day for both hardware and software
  • Instruct user in use of equipment, software, and manuals.
  • Maintain Documentation
  • Install and Upgrade new PCs
    • Analyze, plan, and design new personal computer equipment.
    • Build machines with base image and layer additional applications as requested.
    • Install, connect, and test hardware and peripheral components such as monitors, keyboards, printers, disk drives, RAM, sound cards, video cards.
    • Review, monitor, and upgrade personal computer systems.
    • Backup and restore client data.
    • Upgrade computers through the addition of new hardware such as RAM and hard drives.
    • Load specified software packages such as operating system, word processing. This includes in-house developed and off-the-shelf software.
    • Asset Mgt/Lifecycle - Inventory, disposal, etc.
  • Provide PC Support
    • Provide hands-on and remote-controlled software support.
    • Recommend or perform minor remedial actions to correct problems based on knowledge of system operation.
    • Diagnose system hardware, software, and operator problems.
    • Coordinate with other IT areas to resolve problems if necessary
    • Adjust, repair, or replace defective parts.
    • Perform testing of equipment that has been repaired prior to returning the equipment to the end user.
    • Clean computer hardware according to manufacturers’ specifications.
    • Support user account information including network and email passwords.
    • Support users with VPN issues.
    • Diagnose PC network connectivity.
    • Move Add Change computers and peripherals to new locations.
    • Refer major hardware problems to appropriate service personnel or vendors for correction.
  • Other duties/responsibilities as assigned

   

  JOB REQUIREMENTS

  Minimum Education, Certification and Experience Requirements

  • Education 
    • 1-2 Years college, trade school, or equivalent experience required with emphasis in Electronics, Computer Science, PC’s or related field experience
  • Experience
    • 2 Years of experience of hands-on PC repair and troubleshooting required.
    • 2 Years of experience with desktop OS (Windows macOS).
  • IT certifications  

  Knowledge / Technical Requirements 

  • Working knowledge of Microsoft Office 365 suite.
  • Working knowledge of web browsers and SaaS applications.
  • Working knowledge of Windows, Macintosh, and mobile operating systems.
  • Working knowledge of IP networks.
  • Working knowledge of modern security software.
  • Ticketing systems (ServiceNow)

   

  Competencies, Skills & Abilities 

  • First Line of Support: Demonstrated experience as the first point of contact for all end user technology-related issues, including hardware, software, and connectivity problems. Ability to run diagnostic programs to locate malfunctions. Ability to remain flexible and patient in order to solve a multitude of software, hardware, and network related challenges as they develop among a diverse user group.
  • User Training: Ability to execute the techniques of guiding and training employees on using various software applications, hardware devices, and IT tools. Ability to translate technical terms into non-technical language and maintain understanding of computer terms.
  • Technical Troubleshooting: Experienced in diagnosing and resolving technical issues promptly and efficiently, both remotely and in person, ensuring minimal disruption to end users' workflow.
  • Hardware and Software Deployment: Has assisted in and comfortable with the deployment, configuration, and maintenance of end-user devices, including computers, mobile devices, and peripherals. Flexible enough to support hardware and software applications that are not defined or established as supported when a business need has clearly been defined.
  • Documentation: Versed in the creation and updating of documentation, knowledge base articles, and FAQs to facilitate self-service and improve issue resolution times. Organizational and communication skills.
  • Collaboration: Experienced in collaborating with cross-functional teams to address complex technical challenges and ensure the smooth operation of IT systems.
  • Technology Trends: Conversant in emerging technology trends and proactively recommend improvements and upgrades to enhance the end-user experience. Ongoing training and certification testing.
  • Security Awareness: Promotes cybersecurity best practices and ensure compliance with company security policies.
  • Ability to work independently with little supervision.

   

  WORK CONTEXT

  Working Conditions 

  • Standard onsite office conditions

   

• Equipment Operation 

  • Standard office equipment
  • Network testing devices

 Salary and Other Compensation:

  The annual hourly rate for this position is between $24.80 $34.58 per hour.  Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits: The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, 6 paid holidays annually, 2 floater days annually, 1 volunteer service day annually, paid paternity leave, and tuition reimbursement.

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Salary : $35