What are the responsibilities and job description for the End User Technical Support position at Unicorn Technologies LLC?
Job Details
Job Title: D-SBOE - End User Technical Support
Location: 650 W State Street, Boise, ID
This position with the client provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system/networking support for end users.
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
Job Duties include, but are not restricted to:
- 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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
