End User Support Specialist

For growing Pittsburgh area corporation.  Selected candidate will identify, research, and resolve technical problems and manage escalation procedures to ensure that incidents are resolved in a timely manner; will be dedicated to understanding the users’ requirements and matching technology offerings in support of the company’s goals.  

Duties to include:  

·   Install and perform moderate repairs to hardware, software, and peripheral equipment, following design or installation specifications.

·   Manage the daily performance of computer systems.

·   Set up complex equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

·   Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

·   Develop training materials and procedures, and/or train users in the proper use of hardware, software and relevant application support.

·   Answer users’ inquiries regarding computer software and hardware operation to resolve problems. Refer major hardware or software problems or defective products to vendors or technicians for service.

·   May lead evaluations of software or hardware and recommend improvements or upgrades.

·   Updates job knowledge by participating in educational opportunities; reading technical publications.

·   Perform evaluations and determination of specifications for various hardware devices.

·   Collaborate with users to identify IT requirements.

·   Configure desktop computers, laptops, phones and other technical items.

·   Install or configure hardware (including PCs, printers, faxes, copiers), peripherals.

·   Participate in an on-call rotation as required.

·   Manage accounts in IT systems for onboarding, offboarding and user management.

·   Creating New Users in Active Directory, Microsoft Exchange, Cisco Call Manager (IP Phones and Voicemails).

·   Provide activation and troubleshooting of mobile devices.

·   Utilize the helpdesk ticketing system to monitor, track and resolve incidents and requests.

·   Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

·   Other duties as assigned

 

Requirements:

·         Associate’s Degree or better in technical major, such as engineering or computer science related field  

·         6+ years of relevant experience; Experience using help desk ticketing system required.

·         Strong problem solving and analysis skills

·         Proficient MSOffice, Microsoft Exchange, Office365 and other related software/systems