End User Computing Technician

Position Overview

The End User Computing Technician resolves and reports various desktop computer problems related to network infrastructure including end user support, security upgrades and maintenance. Job holder must have experience troubleshooting technical problems regarding core Microsoft Applications and Operating Systems as well as third party software. This is a 3rd tier support position supporting internal and external employees and customers. This demands strong technical skills and customer service at the highest of levels.
Essential Job Functions
Responsible for delivering front line technical assistance and support related to computer systems, hardware, and software.
Responds to Service tickets and calls, troubleshoots and runs diagnostic programs, isolates problems, and determines and implements the most appropriate solution.
Will be responsible for scripting and executing Service performance reports that show how IT is responding to issues reported by Aveanna Healthcare end users.
Provide phone, face to face and email support, focusing on Knowledge Base usage and article creation, end user follow ups and escalations
Maintain, support, repair, upgrade and deploy
Support critical and security patches and updates
Utilize Active Directory for account move/add/change
Participate in the physical deployment, move and recovery of hardware
Create and submit detailed call logs documenting customer interactions in ticketing system. Accuracy, thoroughness, and timeliness are key call logging components
Develop and maintain support procedures and prepare end-user documentation
Working with vendors
Proactively seek and possess business acumen for all clients supported
Requirements
3-5 years previous technical support experience
3-5 years providing Service Desk or Desktop Support in a professional environment
3-5 years LAN/WAN, TCP/IP, Active Directory technologies
3-5 years Desktop environments
Strong communication, interpersonal, and analytical skills
Ability and desire to provide excellent customer-service to internal and external customers
Working knowledge of MS operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Experience with Exchange, Active Directory, Networking, VMWare, KVM
Experience working with imaging software
Proven ability to support customers in a technical environment.
Experience with hardware and software issues
Willingness to take ownership of problems and follow through to completion.
Strong, structured analytical skills.
Excellent interpersonal, verbal/written communication skills, interpersonal, organizational, and presentation skills
Able to promptly answer support related email, phone calls and other electronic communications.
Self-motivated, detail-oriented and organized
Ability to manage multiple projects simultaneously with minimal supervision
Able to work independently and efficiently to meet deadlines
Excellent time/project management skills; able to work effectively within tight time constraints
Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, FTP clients and Web Browsers
At least 4 years’ experience working in a dynamic Service Operations Technician environment.
Must have experience troubleshooting basic Software issues on the following:
Windows Operating Systems.
Microsoft Office Suite
Knowledge and understanding of HIPPA and security with systems
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Must have experience troubleshooting PC and Laptop hardware issues.
Must have basic Wide Area Network (WAN) and Local Area Network (LAN) troubleshooting skills.
Must have experience working with ticketing systems.
Excellent written and verbal communication and organizational skills.
High degree of professionalism and be able to work effectively with all employees and business associates.
Detail oriented.
Must be able to verbally communicate instructions or other information as required approximately 80-90% of workday.
Must have adequate visual abilities to prepare, inspect documents or operate office machinery approximately 100% of workday.
Must be able to exert physical strength and occasionally lift up to 25 pounds and/or frequently up to 15 pounds.
Must be able to hear average or normal tone conversations and understand/interpret noises or spoken information.
Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.
Experience installing, monitoring and troubleshooting Windows servers and Microsoft applications
Experience with Microsoft Office 365, Exchange, Active Directory, DHCP, imaging and Terminal Services is essential
Knowledge of best practices for Windows server security
Knowledge of Virtualization technologies. VMware
Knowledge of TCP/IP networks, connections, wiring and cabling, and network management (including DNS)
Knowledge of firewalls and VPN hosts and clients
Sound general knowledge of IT systems and facilities
Experience with VoIP telephony systems a distinct advantage
Preferences
Industry certifications are preferred
Skills and Disposition
Demonstrated analytical and problem solving skills
Ability to work in a project-based team environment with minimal supervision
Must be able to handle multiple tasks at one time, in a fast paced office environment handling multiple demands
Ability to meet deadlines and reprioritize work to meet changing requirements
Strong organization and time management skills
Customer focused with dedication to customer satisfaction
Able to communicate effectively to people at all levels of the organization
Other Skills/Abilities
Must be able to adhere to confidentiality standards and professional boundaries at all times
Attention to detail
Time Management
Ability to remain calm and professional in stressful situations
Strong commitment to excellence
Quick-thinking and astute decision making skills
Effective problem-solving and conflict resolution
Excellent organization and communication skills

Physical Requirements
Able to lift equipment from 25 to 50 pounds

Environment
Performs duties in an office environment during agency operating hours
Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

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