IT User Support Technician

Assists in call resolution and IT projects in the centralized Help Desk. Works closely with Field IT, Infrastructure, Business Systems and Telecom in resolving technical requests from users company-wide.

Requirements

• Responds to and resolve IT requests via phone, email, voicemail and walk-ins
• Escalates calls as needed using the incident management and knowledge base tools
• Tracks and documents customer requests through an incident management tool, reflecting thorough troubleshooting processes
• Analyzes, coordinates, and delivers timely and accurate problem resolutions for end users
• Provides technical support for “fully supported” and “accepted” desktop software, approved hardware (PC/laptops/printers/LCD projectors, internet connectivity solutions), as well as approved custom enterprise applications
• Serves as a Subject Matter Expert (SME) for Account Provisioning, wireless support, AD Folder Permissions or others as assigned
• Identifies opportunities to enhance the support process and takes a leadership role as an enabler
• Assists in the development of more effective support procedures across the team
• Leads the development of support documentation
• Updates the IT Service Center Wiki knowledge base with new applications, policies, and FAQ information
• Serves as a coach and mentor for Associate Help Desk Technician
• Becomes a subject matter expert in multiple Corporate Enterprise applications, delivering advanced support and enhanced services in this area
• Leads complex projects involving the design, development and rollout of technical products and services
• Participation in off hours on call support of business applications as necessary
• Performs other related duties and activities as required

Benefits

• 401k Matching
• Retirement Plan
• Generous Paid Time Off