What are the responsibilities and job description for the End User Support Specialist position at Swoon?
Responsibilities:
- Provide Level 1, 2, and 3 technical support for information systems, hardware, access management, and proprietary applications to end users with minimal supervision.
- Install, expand, and configure operating systems, software applications, utilities, and service packs based on end-user needs.
- Test new software, operating systems, upgrades, and applications before implementing them into production.
- Train users on the use of equipment and software as needed.
- Participate in projects as a team member.
- Oversee change management processes and communicate any impactful changes to the floor directors additionally coordinate with the change management team if changes need to be postponed.
- Participate in major incident bridge calls to collaborate and coordinate support between the problem owner and the NOC team during outages or degradations.
- Troubleshoot Voice over IP (VoIP) phones and proprietary phones and communication systems.
- Provide advanced technical support for end users, troubleshooting and resolving complex issues related to hardware, software, and network connectivity.
- Manage and prioritize high-severity incidents, ensuring they are addressed promptly and accurately.
- Collaborate with IT teams to implement system upgrades, patches, and configurations that enhance overall performance and user experience.
- Maintain up-to-date documentation on troubleshooting processes, solutions, and resolutions.
- Ensure all support tickets are accurately logged, tracked, and resolved within established SLAs (Service Level Agreements).
Qualifications:
- Associate’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
- Relevant certifications (e.g., ITIL, Microsoft Certified Professional, CompTIA A , Cisco) preferred, but not required.
- Extensive experience (2 years) in end user support, with a focus on providing advanced technical support in large, complex environments. (Required)
- Experience supporting Windows operating systems and Microsoft applications.
- Experience in managing a large PC environment, troubleshooting hardware and software issues.
- Experience with IT service management tools (e.g., Remedy, ServiceNow) and knowledge of the ITIL framework.
- Expertise in troubleshooting hardware, software, and network issues at a senior level.
- Experience with large-scale Voice over IP (VoIP) environments.
- Experience with Change and Problem Management.
- Excellent technical, analytical, problem-solving, communication, and customer service skills.
- Ability to mentor and guide junior team members, fostering a collaborative and supportive team environment.
- Strong analytical and problem-solving skills, with attention to detail and a proactive approach to issue resolution.
- Reliability is critical for this role, as it involves 24/7 operations requiring open availability to avoid disruption of operations.
What Else You Should Know:
Overnight Schedule 10pm-6am
6 months contract
$34- $36 per hour
Salary : $34 - $36
