End User Support Specialist - Shared Services Center

End User Support Specialist - Shared Services Center

Core Responsibilities

Responsibilities described in this section are fundamental to success in this position.

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or in person
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test, and configure new workstations, peripheral equipment, and software
• Record events and problems and their resolution in tickets
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal teams
• Identify and suggest possible improvements on procedures
• Analyze and isolate issues
• Operate in a team environment
• Uses personal device to provide an additional layer of security for company network and site access through multi-factor authentication.
• Work independently with minimal direct supervision
• Perform various tasks and duties, including special projects, as assigned

Minimum Qualifications

The requirements listed below are the minimum degrees, certifications, knowledge, skill, and/or ability required of this position.

• 4+ years’ experience in Microsoft Windows desktop support
• 3+ years’ experience in Microsoft Office product suite support
• Experience installing/configuring desktop phones and printers
• Experience with Apple products is considered a plus
• Knowledge of CDK DMS is considered a plus

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Accustomed to working regularly with desktop, notebook, handheld, and server computer hardware
• Ability to work with local and wide area network design, implementation, and operation
• Ability to coordinate with vendors, contractors, etc.
• Working knowledge of various office productivity software programs, such as Microsoft Office products and communication hardware/software
• Strong verbal and written communication skills
• Ability to train employees on the use of all IT applications
• Ability to effectively communicate through verbal and written mediums, with individuals across the leadership spectrum
• Proven ability to deliver exceptional customer experience
• Employee must be able to pass a drug/alcohol urinalysis

Working Conditions

The work environment characteristics described here are representative of those one may encounter while performing the essential functions of this job.

• The noise level in the work environment is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Travel Requirements

The travel requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be required to travel within or outside the area. Travel for this position is frequent. Willingness to travel within Oklahoma City metro area and other geographic areas where we conduct business