End User Computing Technician

KEY RESPONSIBILITES:

• Provide software and hardware support related to all end-user technical issues for all Team Members and guests. Typical tasks would include Windows/Mac troubleshooting, Outlook email support, network hardware configuration and support, and new software installation and configuration. Some basic server support for adding/deleting/moving users is required.

• Log, diagnose (or escalate for additional action) & monitor all support problems, issues, and trouble calls.

• Summarize and report on all issues and all escalations (include resolve time and top categories)

• Drive internal-external communication to ensure ongoing updates on the resolution process

• Receive and resolve/handle call escalations from users

• Coordinate system and device updates with the Team Members as appropriate

• Build relationships with administrative and support personnel

• Proactively schedule maintenance activities

• Perform systems administration for corporate applications.

• Apply technical experience and logic to assist customers in local and remote troubleshooting and problem resolution.

• Perform other related duties and assignments as directed.

• Performs all assigned duties efficiently and technically correctly, follows Company policies, rules and regulations, and requests of Superiors. Adheres to procedures and achieves a high standard, leading to total guest and Company satisfaction.

• Updates and follows security and safety procedures according to Company’s rules and regulations.

• Attends departmental meetings and training when requested.

• Performs other duties that immediate superiors may assign from time to time.

QUALIFICATION AND REQUIREMENTS:

• At least 0-2 years of work experience with hardware, network, and peripheral support.

• Experience and knowledge in Android and iOS.

• Bachelor’s Degree or two-year college degree in Computer Science, Information Technology, or equivalent.

• Passion for both service and technology.

• Diligent attention to customer satisfaction, a high level of service orientation, professionalism

• Proven ability to work independently is a key requirement.

• Professional conduct and communication to work respectfully with high-profile employees

• Mac OS expertise.

• Knowledge of Windows 10 setup and troubleshooting

• Knowledge of MS Office applications or Office 365

• Knowledge of SCCM – Software delivery

• Knowledge of IT Service Management ticket tools is a plus

• ITIL Certified or Trained is a plus

WORK SCHEDULE:

• Working Hours: Shifting (Morning, Mid, GY) – 2 Days Off