End User Support Technician I

Responsibilities:

· Perform analysis, diagnosis, and resolution of complex hardware and software problems for end users within DSI defined service level agreements for DSI’s headquarters-based users. Coordinates problem and project resolution with Infrastructure and Operations to minimize disruption and down-time.

· Act as level 2 support escalation from walk up and call center according to SLA’s per ticket priority.

· Act as junior system administrator to perform routine tasks to maintain operations such as, but not limited to, account lifecycle management (creation, modification).

· Provides instruction and training to end users in troubleshooting, maintenance, and use of applications & hardware. Develop written knowledge items used for troubleshooting and training purposes.

· Perform moves, adds, and changes (MAC) requests for new and existing staff. Accountable for new hire hardware/software setup and initial training on support procedures and standard applications. Maintain telephony systems. Perform MAC’s in voicemail system and configure phones.

· Provide onsite support for launch meetings, national/regional meetings, and audit activities to ensure all IT related needs are met.

Skills:

· Maximum 1-2 years IT Support or related experience.

· Excellent technical knowledge of PC and Mac hardware platforms

· Outstanding customer service skills

· Ability to develop technical documentation

· Ability to work with various customers and partners effectively.

· Ability to effectively troubleshoot various software issues effectively.

· Effective interpersonal skills and relationship-building skills

· Strong written and oral communication skills.

· Ability to present ideas in user-friendly language.

· Analytical and problem-solving abilities, with keen attention to detail.

· Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

· Experience working in a team-oriented, collaborative environment.

· Strong knowledge of Microsoft Windows 10 and Office 365

· Laptop hardware and phone support

· General networking knowledge

Education:

· Bachelor’s degree, technical trade program, or equivalent work experience (2 years)

· Industry related certification required (A+, Microsoft, Apple, HDI)

· Experience in Microsoft Windows and Office use and troubleshooting.