End User Support Technician

Summary

The End User Support Technician will be responsible for answering support requests in a timely fashion, the basic troubleshooting of hardware and software, the creation and deletion of user accounts and deploying a standardized software/OS image to our users.

The position will be based out of our Tempe/Phoenix office and will be the sole IT representative in that office. The main IT group is based out of our Minneapolis office. As such, the candidate will need a strong sense of responsibility and be a "self-starter".

Duties and Responsibilities

• Taking initial telephone, email, or chat inquiries, troubleshooting and managing hardware, software or network problems.
• Serve as the first point of contact for end users and provide technical assistance for incoming support requests.
• Guide end-users through the issue resolution process.
• Recognizing and escalating more difficult problems to Tier II support.
• Install, modify, and repair computer hardware and software.
• Follow up with end users to ensure that an issue has been resolved to the end user's satisfaction.
• Document issues in an IT Knowledgebase.
• Identify and suggest possible improvements on procedures.
• Provide effective customer service while training end users.

Preferred Experience

• Intermediate knowledge of the following technologies:
  • Windows 10/11
  • Office 365 Administration
  • Duo Multi-Factor Authentication
  • iOS Devices
  • Android Devices
  • Active Directory and supporting Windows Server roles (File, Print, etc.)
• General knowledge of the following network technologies
  • VPN's
  • TCP/IP
  • VLAN's
  • NAT
  • 4-5 Years of IT Help Desk or related experience