End User Support Specialist
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JOB SUMMARY:
Responsible for problem-handling processing from the user community.
ESSENTIAL JOB DUTIES:
- Coordinates problem-handling process for the information technology department
- Duties include problem definition, research and resolution of less complex situations
- Responsible for managing and updating user’s requests that are pending using help desk tracking system
- Responsible for one-stop problem resolutions
- Performs administrative tasks involved with creation, deletion and changes in user’s network accounts
- Provides feedback to the team leader on key issues that affect IT services availability
· Advises users on system outages
OTHER JOB FUNCTIONS:
- Installation, configuration and troubleshooting the following
software products; Microsoft (MS) Office Suite, MS Windows Operating
Systems, MS Active Directory, Email (Exchange) Systems, Anti-Virus
products, Anti-SPAM products, and Remote Access methods
- Responsible for administrating Microsoft Active Directory, Exchange systems, S2 Security, and Cisco Unity Communication Systems
- Troubleshoots network and voice connectivity issues
- Troubleshoot printer and copier connectivity issues as well as monitor toner levels
- Configuring and troubleshooting mobile devices; Blackberry, iPhone, Droid
- Other duties as assigned
SKILLS, EDUCATION AND EXPERIENCE:
- BS in computer related field preferred but not required. (Equivalent experience will suffice)
- Strong technical background on IBM PC/AT compatible type of hardware and peripherals
- Working knowledge of mobile devices; Blackberry, iPhone, Droid
- Working knowledge of DHCP, TCP/IP, and DNS
- Experience with Ethernet network environment and peripherals
- Experience with Microsoft products; Windows 7, Office 2010/2013/2016, Active Directory, Exchange 2010, O365
- Strong customer service skills
- Strong analytical skills
- Strong prioritization and multitasking skills
- Work as a team member
- Work in a fast paced environment
SMS Assist is an Equal Opportunity Employer (EOE)
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