End User Support Specialist

FST Logistics

Dublin, OH, United States

about 1 month ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Microsoft Word Microsoft Excel Microsoft Windows Apple IOS Apple Mac Systems Software Applications VoIP Microsoft Outlook Cisco Unified Communications Manager CompTIA Security+ Computer Literacy Domain Name System (DNS)

+12 more

Microsoft Office Microsoft PowerPoint Software Engineering TCP/IP Wide Area Networks Wi-Fi Technology Mobileiron Mobile Os Peripherals Computer Equipment Patch Management Cisco

Job description

Provide fast and effective support to our end-users
You will be required to respond to support requests in person and over the phone
Assess and diagnose computer hardware and software issues
Implement effective solutions
Required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance
You should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills
Provides fast and effective support over the phone and in person
Time spent for assigned duties and responsibilities are estimated as follows:
Working with Internal End-Users 80%
Working with Outside Vendors/Contractors 20%
You will be held accountable to comply with all defined business process and the utilization of all technology platforms, as defined by FST

Requirements

Live FST Traits of Reliable, Responsive, Adaptable, Passionate, and Innovative
Take ownership of your Duty to Communicate all required and relevant information to necessary people, departments, and customers
Minimum of 3 years of experience in an end-user technical support role, 2-year technical degree or combination of both
Strong customer service skills, professionalism, and friendly desk-side manner are a must
Ability to manage incoming help desk tickets - evaluate, assign priority, and distribute to appropriate TSG queue/staff or escalate to managed services provider
Review open tickets and provide updates to end-users as needed
Experience resolving Level 1 tickets - ie. Password resets, printer related requests, and anything else that does not require escalation
Basic understanding of Active Directory and Group Policy Object principles.
Windows 7/10, MacOS, AndroidOS, and iOS knowledge
TCP/IP, DNS, LAN/WAN, WiFi, VoIP Phone System experience (Cisco CUCM)
Patch management, End-point protection and desktop imaging
Knowledge of printers, managing print queues, installing/troubleshooting printers and scheduling repair with our managed print services provider
Experience with mobile device management solutions are a plus (MobileIron, SOTI)
Ability to write end-user guides, SOPs, and comfortable training users to use a variety of systems
Prior experience working in or consulting in the distribution, logistics or transportation industry. RF Scan Gun maintenance/support a plus!
Strong written and verbal communication skills
Strong time management skills
Ability to rapidly learn new software applications and functionality
Strong working knowledge of Microsoft suite, including Microsoft Outlook, Windows, Word, Excel, and PowerPoint
Proven experience in working remote and interacting with team members through web conferencing
Associate’s degree in technical or other related field preferred or 5 years of practical experience in such a field
Relevant certifications (i.e. CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft 365) preferre