End User Support Specialist II

• 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.

• 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.

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