End User Svcs Tech Lead

Job Summary

Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes).

Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center.

Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems.

Essential Functions

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.

Required Qualifications

• Required education and experience: Vocational/Technical Training Degree and 5-7 years' experience OR Equivalent Combination of Relevant Education &/or Experience
• Preferred education and experience: Associate's DegreeDiscipline/Major: Technical training preferred
• Knowledge, skills & abilities: Computer Skills. Technical Expertise. Detail Oriented. Computer Troubleshooting. End-User Training. Issue Resolution. Mobile Computing. Mobile Device Support. Solution Delivery. Solution Management. Systems Analysis. Technical Troubleshooting. User Guides. General Office Software. IT Help Desk Software. Operating System