End User Support Technician

The End User Support Technician is responsible for providing a high level of customer and technical support to the organization., * Document and prioritize service desk tickets, email messages, phone calls, and other communications

• Respond to customers in a timely manner and enter detailed information into the Departmental tracking system
• Ensure clients are regularly notified and updated as to the status of their requests and incidents
• Provide first and second level computer hardware, printer, and software support
• Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets; troubleshoot and support video conferencing (VC) systems; troubleshoot and support VoIP phone system; Escalate technical support issues internally and externally with manufacturers; Create technical documentation; Maintain asset management system; Imaging computers; Provide support to ad hoc projects as required; Ensure that physical desk side connections network jacks, and connectors between PCs and servers; etc.) and ensure all are in proper working order and arranged in a quality manner
• Ensure the appropriate entry, update, tracking, escalation, and closing of end user support assets
• Carefully monitor license compliance, and ensure all software in use has the appropriate entitlements
• Assists in training users in proper operation of data communications equipment
• Assists computer operations personnel in the area of basic troubleshooting
• Receives and stores communication parts and equipment
• Maintains inventory records of data communications equipment
• Perform periodic on-call duties and other tasks related to supplies, services, and systems within position scope, In this position, the employee will frequently stand, walk, and sit. The position will rarely require the employee to drive a personal and company owned vehicle. The employee will rarely lift, carry, push, pull, drag and/or move up to 25 pounds. Occasional stooping, kneeling, twisting, and crouching may occur with this position. Speaking and listening are constant essential functions of this position.

Do you have a valid Driver's License license?, Do you have experience in iOS?, Do you have a High school diploma or GED?, * Computer hardware and software

• Performance grade audio/visual systems (PA, lighting, projectors)
• The operation of iPhones, iPads, tablets, Androids, thin clients, and smartphones

Skill in:

• Microsoft Windows (7, 10) and Apple iOS Active Directory
• Exchange and Office 365 Administration
• SCCM (Image Creation, Package Rollout, Updates)
• Microsoft Office 2013 and/or 2016
• PC hardware repair
• Organization and time management
• Interpersonal relations
• Operating and troubleshooting data communications equipment
• Maintaining computerized documentation
• Written and verbal communication

Ability to:

• Troubleshoot, diagnose, and respond to issues in a timely manner
• Provide exceptional customer service to all employees

REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

• Graduation from high school or General Education Development (GED) tests equivalency
• Six (6) months of experience maintaining and repairing data communications equipment.
• CompTIA A+ certification.
• An Associate's degree in Computer Electronics or a closely related area may be substituted for six (6) months of experience
• Must possess a valid driver's license

PREFERRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS

• Post-secondary education in a related field is preferred, but not required.
• Telephony experience is preferred.

Pulled from the full job description

• 457(b)
• 401(k)
• Vision insurance
• Dental insurance
• Life insurance
• Pension plan, The City of Toledo is a self-funded medical plan provider that offers a broad network of health services options for its employees. The City also offers a multi-tiered prescription drug plan and dental and vision care services.

Employees are required to pay a monthly premium depending on the employee's selection of single, single plus one, or family coverage. Coverage is also afforded for qualifying domestic partners, depending on the employee's bargaining unit. Monthly co-premiums are determined by collective bargaining agreement or Municipal Code. Group Life Insurance City employees are covered by a group life insurance plan depending on collective bargaining agreement or Municipal Code. Ohio Public Employees Retirement Plan The City is a member of the Ohio Public Employees Retirement Plan (OPERS). All employees who are paid in whole or in part by the state of Ohio, a county, municipality, or any other political subdivision of state or local government in Ohio must become members of OPERS unless they are covered by another state retirement system in Ohio.

OPERS is a pension plan providing fixed retirement benefits every month based on a formula that rewards years of service. The City contributes 14.00% of the employee's annual base salary and employees contribute 10.00% of their annual base salary. For more information about OPERS, click on this link: https://www.opers.org/ Deferred Compensation & 401(K) The City of Toledo offers a voluntary governmental 457(b) deferred compensation plan, which is a retirement savings plan that allows eligible employees to supplement any existing retirement/pension benefits by saving and investing pre-tax dollars through salary deferral. Contributions and any earnings are tax-deferred (both federal and state income taxes) until money is withdrawn. Withdrawals are taxed at ordinary income levels. For more information about the Ohio Deferred Compensation click on this link: https://www.ohio457.org/iApp/tcm/ohio457/index.jsp 401(k) The City of Toledo offers a voluntary pre-tax savings contributions retirement plan. The plan is commonly referred to as a 401(k). Under the 401(k) plan, an employee's retirement savings contributions are deducted from the employee's paycheck before taxation. The City does not make contributions on the employee's behalf. (Contributions are tax-deferred until withdrawn during retirement). Annual contributions to the 401(k) plan are limited to a maximum pre-tax annual contribution, as established by Internal Revenue Service regulations. Roth 401(k) The City of Toledo also offers a voluntary post-tax savings contributions retirement plan. This plan is commonly referred to as a Roth 401(k) Plan. Under a Roth 401(k) Plan, an employee's retirement savings contributions are deducted from the employee's paycheck on a post-tax basis. Annual contributions to the Roth 401(k) plan are limited to a maximum post-tax annual contribution, as established by the Internal Revenue Service.