End User Support Specialist IT Montgomery, AL in Montgomery, AL at Sykes

Date Posted: 9/15/2018

Job Snapshot

Job Description

End User Support Specialist IT Montgomery, AL

This position provides reliable end user computer, Blackberry, and Smart Phone support to the Site..

ESSENTIAL DUTIES AND RESPONSIBILITIES:
> Adheres to SYKES policies on ethics and integrity.

> Uses basic troubleshooting skills to research, identify, resolve, and respond to end user ticket requests and questions received via telephone calls, e-mail, visits, and callbacks in a timely manner, in accordance with current service level requirements. Provides accurate and creative solutions, by deviating from established policies as needed, to end user problems to facilitate end user productivity.

> Troubleshoots to resolve critical hardware and software problems for end users, including opening and rebuilding computer systems and other intricate work that is not sent out for repair. Requires some manual dexterity to use specialized tools.

> Simulates or recreates user problems to resolve operating difficulties.

> Sets up, disassembles, and moves computers, phones, peripherals, and packages, complying with enterprise standards.

> Participates in team projects that enhance the quality or efficiency of End User Support service.

> Assists in diagnosing special product-related issues and interfaces with external departments as needed.

> Provides technical writing support for documenting processes.

> Ensures all assigned tickets are processed within established End User Support (EUS) service level requirements.

> Installs and implements desktop hardware and software.

> Provides user training on Windows 95/98, Windows NT, Windows2000 and Lucent phones.

> Assists Level 1 Help Desk technicians with troubleshooting needs as necessary and acts as the Help Desk Subject Matter Expert (SME) for end user desktop and operating system needs.

> Provides video conferencing support as needed and required. Coordinates with End User Services support personnel and ensures all video conferences are conducted on time and without interruption.

> Arranges, organizes, and inventories equipment and stock when new stock arrives and old stock is disseminated. This includes supporting Asset Management projects on an as needed basis.

> Acts as the representative for the EUS department on interdepartmental projects and takes responsibility for EUS project deliverables.

> Assigns daily work tasks to intern personnel supporting the EUS department.

> May perform other additional duties and responsibilities as assigned.