Senior End User Support Specialist

Job Summary

The Job Provide exceptional customer service and technical troubleshooting on a variety of software products and hardware platforms. Function as a technical bridge between the Help Desk Technicians and the Infrastructure Engineering team, while supporting the end user community.

Responsibilities

• Provide phone and help-desk support for local and off-site users
• Plan all computer workstation relocations and major moves
• Provide network troubleshooting and support, as well as end-user software and hardware troubleshooting
• Aid in the administration of Active Directory, SCCM, SUS, Dameware and Lansweeper
• Record detailed incident descriptions in the call tracking system and follow-up to resolve issues, ensuring customer satisfaction
• Participate in special projects as required
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Maintain current knowledge of relevant hardware and software applications as assigned
• Provide guidance and work leadership to Help Desk Technicians
• Participate in associated technical and professional societies and related associations with this position
• Respond to all Help Desk calls escalated from Help Desk Technicians
• Further education by attending related classes and seminars as instructed
• Manage workflow and workload amongst the Help Desk Technicians
• Contribute to team effort by accomplishing related results as needed
• Provide management notifications for all critical system issues that are impacting the business
• Plan the installation, configuration, and upgrade of computer hardware and software

Qualifications

• 5+ years of related experience
• Handles basic issues and problems, and refers more complex issues to higher-level staff
• Possesses beginning to working knowledge of subject matter
• Advanced technical skills for functional area
• Basic problem solving skills
• Good communication and interpersonal skills
• Trouble shooting skills
• Oral and written communication skills
• Ability to identify and seek needed information/research skills
• Technical expertise

Benefits

• Hourly Pay Range: $34.47 to $47.50
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!