Sr Svc Rep, End User Operations

The Role at a Glance

This position is responsible for level 3 support of end-user ecosystems, which is inclusive of, but not limited to desktops, laptops, desk phones, mobile device hardware, software, as well as associated break/fix services and specialized executive support. They troubleshoot & repair computer systems & peripheral equipment. They respond to incidents & service requests either in person, by telephone, or via remote access. Additionally, they provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.

What you'll be doing

DUTIES AND RESPONSIBILITIES

• Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Meets or exceeds departmental quality and service standards.
• Works overtime as needed.
• Works independently delivering on routine but progressively more non-routine work, in accordance with established procedures and guidelines in a timely manner and meets deadlines appropriately.
• Makes routine and progressively more non-routine decisions independently, in accordance with established procedures and guidelines.
• Shares a diverse range of knowledge and information and/or enables less experienced team members to perform their assignments.
• Performs a diverse range of tasks/transactions related to common programs and services by directly applying expanded knowledge obtained from the role in increasingly more complex situations.
• Processes level 3 incidents and service requests, which is inclusive of a specialized Executive support queue
• Monitors their respective ticket queue and handles tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
• Complies with standard processes and procedures
• Relies on expanded knowledge, experience and judgment to plan and accomplish goals
• Provides coaching and training to less experienced team members
• Participates in projects as necessary
• Processes escalated tickets and investigates complex issues
• Participates in audits as necessary
• Assists in troubleshooting and solving complex issues
• Assists with automation scripting of programs and updates
• Creates and maintains desktop related documentation
• Makes complex ideas or situations clear, simple, and/or understandable
• Coordinates with geographically dispersed teams to achieve results
• Performs deployment activity of PCs (moves, adds, changes)
• Effectively works with PC imaging software such as SCCM
• Provides support to deploy, maintain, and troubleshoot PCs, peripherals, and mobile devices
• Analyzes, troubleshoots and repairs a wide variety of PC problems related to hardware and software
• Coordinates activities with service desk, managed service providers, and other IT teams when necessary
• Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion

What we’re looking for

EDUCATION AND EXPERIENCE

• High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
• 3 - 5+ Years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required)
• Excellent communication and interpersonal skills. 

Application Deadline