IT End User Services

About the role

The IT End User Services provides support through phone calls and face-to-face interactions. The position resolves level 1 tickets and travels to worksites as necessary.

Responsibilities

• Resolves or escalates Tier 1 help desk tickets.
• Follows-up on outstanding tickets to ensure timely resolution.
• Creates accounts and configures hardware including installation of software, imaging computers, upgrading and replacing hardware and software.
• Supports audio and video equipment in conference rooms.
• Maintains internal assets to ensure accurate inventory records.
• Communicates both verbally and in writing in a professional and respectful manner.
• Collaborates with others.
• Delivers exceptional customer service.
• Other duties as assigned.

Requirements

This position does not have supervisory responsibilities.

• Experience in Windows 10, Mac OS X and Office 365.
• Experience in Active Directory maintenance, PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android).
• Experience in Client PC connectivity – ethernet, TCP/IP and VPN, RDP.
• Experience with antivirus security products.
• A+ Certification preferred.
• Excellent oral and written communication skills.
• Ability to work evenings and weekends as needed.
• Texas Driver’s License, liability insurance, vehicle in good working condition and clean driving record.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to work in both a climate, and non-climate-controlled facility.
• Must be able to lift up to 30 pounds at times.
• While performing the duties of this job, the employee is frequently required to walk; balance; stoop, kneel, crouch, and talk or hear.
• Ability to cope with and tolerate moderate levels of stress is also a necessity.
• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.