End-User Computing Specialist 1

Acts as a second level resolution resource, including recognizing, researching, isolating and resolving information systems issues, answering questions, providing advice, troubleshooting, and following-up to assist users in solving their technical computing issues. Performs restorative and maintenance actions either remotely or at the end users location to resolve problems. General maintenance and support of IT hardware and infrastructure. Recommends systems modifications to reduce user issues. Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, and configuration changes. Collaborates with Tier 2 support personnel (Engineering, Application, System Administrators, Infrastructure, etc.) for appropriate services, repairs, troubleshooting, training and follow-up. Maintains accurate information and data regarding end-user issues within the tracking system and according to policies and standards. Handles basic issues and problems, and refers more complex issues to higher-level staff. Possesses skillset or entry level knowledge of subject matter. Perform other duties and responsibilities as assigned.

Must be customer service-oriented. Minimum of 1 year of applicable experience required. Education may be considered in lieu of experience.