What are the responsibilities and job description for the User Support Technician II position at Village Associates?
The User Support Technician II's primary responsibility will be to ensure proper computer support so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic tools, remote access, documentation, and service request tools.
Responsibilities :
- First point of contact for organizing and carrying out users' incoming support requests via phone, in-person, remote support, etc.
- Successful candidates will log incidents, diagnose, investigate, and fix / resolve or escalate incidents, keeping users informed through completion. A pleasant and helpful demeanor is of absolute necessity.
- Implements, Installs, maintains, troubleshoots, and repairs computer hardware and software including servers, desktops, laptops, printers, phones, and peripherals on incoming tickets.
- Provides level 1 and 2 technical support to users via phone, e-mail, remote access, or in person within designated SLAs.
- Diagnoses and resolves all IT-related issues, document relevant findings to the knowledge base system.
- Drives issued tickets to resolution, including contacting external support when needed for escalated issues.
- Deploys new Operating Systems, including formatting, installing, and re-imaging Windows-based operating systems.
- Troubleshoots and maintains HP, Brady, Dymo, and Zebra printers.
- Maintains Active Directory user accounts to continuously promote IT best practices.
- Maintains inventory of all IT assets, including hardware and software.
- Monitor incoming system events / alarms and create new triggers as needed.
- Configure hardware devices / peripherals, system / service settings, file storage, etc. in accordance with standards and project / operational requirements. Participate in the PC Imaging process for desktops and laptops.
- Provide user accounts, passwords, and access as requested, using standard procedures.
- Maintain end-user installation and configuration procedures, documentation, and training information.
- Assist in the repair and recovery from hardware or software failures and system outages, by coordinating and communicating with impacted parties.
- Maintain working knowledge of remote connectivity software.
- Trains end users on OS, and MS Office suite-related topics.
- Provide input and assist in testing and selection of future technologies and devices.
- Apply software patches and upgrades.
- Be part of an On-Call Rotation for After Hours support
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