End User Support Specialist - Tier 1

Duties And Responsibilities

• Work with vendors to troubleshoot and resolve technical issues.
• Provide support for reported problems involving:
  • Desktop computers
  • Laptops
  • Peripherals
  • Mobile devices
• Install and configure desktop computer hardware, software, and peripherals using standard procedures.
• Aid individuals experiencing problems with computer hardware, software, or networks by:
• Asking users to describe the problem.
• Diagnosing the issue.
• Walking customers through potential solutions.
• Train users on the proper use of computer hardware and software, including:
• Printers
• Email programs
• Variety of software applications
• Track pending and completed computer help-desk requests to monitor:
• Performance of company products, including software and hardware.
• Overall health of company computer and network systems.
• Answer inbound phone calls, respond to voicemails, and assist with inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.
• Perform regular computer/system maintenance.
• Update operating systems while minimizing downtime and increasing productivity.
• Absorb data backup activities in the event of data corruption.

Qualifications

• Associate degree or better in Information Technology, Computer Science, or a related field.
• CompTIA A+ certification — confirms entry-level IT employees' competence in basic network communications, installation, and maintenance of computer hardware.
• Microsoft Certified Solutions Associate (MCSA) and Microsoft Technology Associate (MTA) certifications — demonstrate fundamental knowledge of specific Microsoft products and are intended for entry-level IT professionals.
• Candidates may also pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.
• Cisco Certified Entry Networking Technician (CCENT) and Cisco Certified Technician (CCT) certifications validate the ability to install, manage, protect, and troubleshoot small branch networks and cover areas such as: routing and switching, network design, network security, wireless technologies, and network troubleshooting.