End User Support Technician

Do you have a valid Driver’s License license?, Do you have experience in iOS?, Do you have a High school diploma or GED?, POSITION SUMMARYThe End User Support Technician is responsible for providing a high level of customer and technical support to the organization.ESSENTIAL JOB FUNCTIONSDocument and prioritize service desk tickets, email messages, phone calls, and other communicationsRespond to customers in a timely manner and enter detailed information into the Departmental tracking systemEnsure clients are regularly notified and updated as to the status of their requests and incidentsProvide first and second level computer hardware, printer, and software supportPerform 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 mannerEnsure the appropriate entry, update, tracking, escalation, and closing of end user support assetsCarefully monitor license compliance, and ensure all software in use has the appropriate entitlementsAssists in training users in proper operation of data communications equipmentAssists computer operations personnel in the area of basic troubleshootingReceives and stores communication parts and equipmentMaintains inventory records of data communications equipmentPerform periodic on-call duties and other tasks related to supplies, services, and systems within position scopeREQUIRED KNOWLEDGE, SKILLS AND ABILITIESKnowledge of: Computer hardware and softwarePerformance grade audio/visual systems (PA, lighting, projectors)The operation of iPhones, iPads, tablets, Androids, thin clients, and smartphonesSkill in: Microsoft Windows (7, 10) and Apple iOS Active DirectoryExchange and Office 365 AdministrationSCCM (Image Creation, Package Rollout, Updates)Microsoft Office 2013 and/or 2016PC hardware repairOrganization and time managementInterpersonal relationsOperating and troubleshooting data communications equipmentMaintaining computerized documentationWritten and verbal communicationAbility to: Troubleshoot, diagnose, and respond to issues in a timely mannerProvide exceptional customer service to all employeesREQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONSGraduation from high school or General Education Development (GED) tests equivalencySix (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 experienceMust possess a valid driver’s licensePREFERRED EDUCATION, EXPERIENCE, AND CERTIFICATIONSPost-secondary education in a related field is preferred, but not required.Telephony experience is preferred.PHYSICAL DEMANDSThe physical demands described within this job description must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.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.WORK ENVIRONMENTThe work environment described within this job description will be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable