End User Support Technician
About the role
Stellant Systems is seeking an End User Support Technician in Williamsport, PA (onsite 5-days a week). The End User / Desktop Support Technician provides fast and effective technical assistance to the company's end users. The Desktop Support Technician must have good technical knowledge and be able to support end users with complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. and basic video and audio-conferencing end user support. This individual must be able to communicate effectively to understand and communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with difficult customers. Ability to work issues arriving via the ticketing system.
Responsibilities
- Manage tickets in a timely manner, meeting SLA’s.
- Perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by end users.
- Walk the end user through the problem-solving process.
- Perform installs (moves, adds, and changes) for personal computer (PC) hardware including PCs, notebooks, printers, LAN connections, telephones and other peripherals.
- Provide troubleshooting / break fixes for laptops (Windows), network, printers, etc.
- Identify and determine cause of problems.
- Initiate action and resolve the problem in a timely manner.
- Enter ticket, request, or incident information into the approved database or tracking software.
- Direct unresolved issues to the next level of support personnel with complete and accurate information.
- Follow-up with end users to ensure issues are resolved.
- Perform all other responsibilities and duties deemed necessary.
Qualifications
- 9+ years of experience in IT Support and Administration.
- Associates Degree in a related field.
- U.S. citizen, lawful permanent resident (Green Card holder), or protected individual as defined by ITAR (required to conform to U.S. Government export regulations).
Pay
$35-$45/hr DOE
Schedule
Onsite 5 days a week