Job Description
The End User Support Specialist II provides advanced end-user support for desktop, mobile devices, and telephone systems. They diagnose, troubleshoot, and resolve complex technical problems. Responsibilities include resolving issues from the incident management queue, identifying and preventing technical problems, providing information to end-users, updating tickets, and serving as a subject matter expert for end-user computing systems. They also install hardware and software, and participate in projects. The specialist must have knowledge of operating systems, virtualization technologies and possess excellent analytical and problem-solving skills. They also contribute to training and identifying process improvements.
Must Have:
- Resolve issues from incident management queue.
- Identify and prevent technical problems.
- Troubleshoot and provide solutions to complex problems.
- Excellent oral and written communication skills.
- 5+ years supporting Microsoft OS, Office and Collaboration software.
Job Title: End User Support Specialist II
Location Exchange Place, Jersey City, NJ (onsite)
Reports to (title): Manager, End User Support
Department Name: Desktop Support/Helpdesk
Location Exchange Place, Jersey City, NJ (onsite)
Reports to (title): Manager, End User Support
Department Name: Desktop Support/Helpdesk
The End User Support Specialist II provides advanced end-user support for assigned desktop, mobile devices or telephone systems. He/She diagnoses, troubleshoots and resolves complex technical problems. The incumbent operates under defined processes and procedures, assisting junior End User support staff and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures.
Essential RESPONSIBILITIES and ACCOUNTABILITIES
- Responsible for moderate work assigned from a problem or incident management queue to final resolution. May also receive escalations from lower level End User support staff.
- Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and all voice services.
- Reviews and investigates all technical problems to determine cause and most appropriate solution. Provides information and explanation to end users on problem resolution, and offers suggestions and advice to prevent similar issues if necessary.
- Keeps end user updated on status of open trouble tickets. Escalates more complex problems or issues outside of area of responsibility to other support teams. Updates problem tickets including call notes with status and categorization changes.
- Serves as subject matter expert on at least 5 end user computing systems.
- Participates in the IT ServiceDesk call rotation 25% of time.
- Completes requests to install physical and virtual desktops. Packages and delivers new software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software.
- Completes requests to install \ change phone setups, contact center groups, attendant console, web and voice conferencing independently.
- Responsible for administration all of the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, anti-virus, client firewall, thin client management, collaboration, incident management, application packing
- Significant contributor to the education of End Use Support Team through the use of knowledge base articles and knowledge transfer sessions.
- Identifies opportunities for process improvements and innovations. Tests and verifies improvements through standard UAT channels and implements changes with proper approval. Creates and sponsors Production Change Requests (PCRs).
- Participates in and or projects for new implementations and environment changes. Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.
Knowledge & Skills:
- Strong ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies and procedures.
- Ability to lead and mentor junior End User Support staff.
- Excellent organizational skills. Ability to manage time well in a fast paced environment and prioritize tasks frequently.
- Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android
- Deep knowledge of application and desktop virtualization technologies.
- Advanced knowledge of mobile device management solutions such as Blackberry or Good Technologies.
- Functional knowledge of dependent End User compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.
- Excellent analytical and problem solving skills. Ability to perform advanced troubleshooting and in-depth research, and develop solutions to complex problems.
- Strong interpersonal and oral and written communication skills to provide quality customer service.
Education & Experience:
Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following: 5+ years supporting Microsoft OS, Office and Collaboration software; 5+ year of experience developing desktop builds, application virtualization, patch management and push technology (packaging); and 5+ years demonstrated performance as primary administrator for End User support systems.
A combination of A+ or Network+, and MCDST certification or equivalent required.
Working Conditions/Environment & Physical Demands:
- Normal office environment
- Some lifting of hardware of 10 or more pounds, reaching overhead and crawling into tight spaces to install cabling.
- Work occasional off-hours work and on-call responsibility
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