End User Support Technician

About the role

The End User Support Technicians (EUST) form the front line of assistance for end users encountering problems or defects with products and programs. The EUST role ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered urgent. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring in-person, hands-on help at the desktop level. The EUST is a critical role in the organization; you will be a valued member of the technical team and company at large. The ideal candidate enjoys providing technical assistance to computer system users. We seek a customer‑focused self‑starter who knows how to prioritize work, works with a sense of urgency but does not cut corners. On a day‑to‑day basis, this person will support internal customers with high‑quality and rapid service support.

Responsibilities

• Provide level 1-2 technical support
• First contact onsite support of incoming requests to ensure courteous, timely, and effective resolution of end-user issues
• Build rapport and elicit problem details from service desk customers
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Escalate incidents with accurate documentation to suitable technician, when required
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands‑on fixes at the desktop level including hardware repairs, delivery of peripherals, or other fixes as determined
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Print instruction sheets and/or documents when needed
• Perform maintenance tasks on JDE ERP systems
• Test fixes to ensure an incident has been adequately resolved
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase as needed
• Provide suggestions for continual improvement

Requirements

• A+ Certification or similar certification in computer science required
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user‑friendly language
• Highly self‑motivated and directed
• Keen attention to detail
• Proven analytical and problem‑solving abilities
• Exceptional customer service orientation
• Experience working in a team‑oriented, collaborative environment
• 1+ years of work experience in an End User Support Technician role in lieu of a certification

Benefits

• Competitive health care benefits package
• 401(k) plan
• Paid vacations and holidays
• Employee discounts
• Other fringe benefits