User Tech Support Specialist Sr

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

• Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool

• Administer user accounts via Active Directory, group membership and rights assignment based on established procedures

• Escalate problems as appropriate following Service Desk procedures

• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers throughout the problem resolution process

• Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections

• Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM

• Perform other duties as assigned.

Skill/Experience/Education

Mandatory:

Knowledge of current Microsoft desktop operating system and application software

• Demonstrated knowledge of personal computer hardware configuration and setup

• Excellent Telephone and face-to-face communication skills

• Excellent knowledge of service desk processes and functions in support of end-user computing needs

Ideal Candidate:

• Demonstrated writing and typing ability

• Demonstrated ability to manage multiple priorities and follow through on projects to completion

All your information will be kept confidential according to EEO guidelines.