End User Support Specialist

Position Profile Summary
This is a technical position responsible for end user support at the divisional level. The individual in this role will be responsible for utilizing helpdesk software to evaluate, work or assign work requests to the proper technical resource. This individual must be able to effectively communicate technical procedures via phone on a layman's level to the network PC users. This position is frontline support. All necessary troubleshooting must take place at this level prior to escalating a helpdesk ticket. Tools such as remote control software may be used to assist in problem resolution on pcs at a variety of remote sites. Strong communication skills and a willingness to assist is a must. An incumbent in this classification will demonstrate a strong ethical, professional and service oriented leadership and interpersonal skills, sets a good example and relates well to upper management.

Requirements

Education:
Required: Associates Degree or Equivalent Work Experience (Manager Discretion)
Preferred: Technical certifications are a plus

Experience:
Required: 1-3 years of related experience.

Skills, Knowledge, Abilities:
Ability to work in a team environment Strong knowledge of MS Office products Basic knowledge of business-related concepts Strong knowledge of MS Network topologies and applications Extensive knowledge of desktop PC hardware & software configuration and maintenance Strong written and oral communications skills Strong interpersonal skills and professional demeanor Exception customer-service orientation Exceptional problem solving skills Ability to travel no more than 5% Familiarity with IT SOX concepts. Ability to project a positive attitude at all times.
Reporting Relationships

Responsibilities
Receive, evaluate, resolve or escalate user needs and requirements in a timely manner.
Aid the Manager of End User Support in the procurement, disbursement, tracking and recovery of end user hardware and peripherals.
Aid the Manager of End User Support in ensuring the proper recovery of all software licenses upon end user turnover or the disposition of any Colonial property.
Communicate user behavior that will increase the exposure of the client to security, legal or SOX compliance ramifications to the Manager of End User Support.
Escalate issues that negatively affect the performance or the perception of the IT department as a whole to the Manager of End User Support.
Seek ways to constantly improve personal performance through education, certifications or diverse experience.