End User Support Technician

The End User Support Technician’s (EUST) forms the front line of assistance for our End Users encountering problems or defects with products and programs. The (EUST) role is to ensure proper computer operation so that End Users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered urgent. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. 

The (EUST) plays a critical role in our organization. You will be a valued member of our technical team and company at large. Our ideal candidate enjoys the work of providing technical assistance to computer system users. We are seeking a customer focused self-starter who knows how to prioritize the work at hand and works with a sense of urgency.  Daily, this person will support internal customers with high quality and rapid service support. 

Key Responsibilities:

Operational Management:

• Provide level 1-2 technical support
• Provide first contact onsite support of incoming requests to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Print instruction sheets and/or documents when needed.
• Perform maintenance tasks on JDE ERP systems
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for End Users.
• Contribute to technician knowledgebase as needed
• Provide suggestions for continual improvement.

Knowledge & Experience

• Knowledge of basic computer hardware.
• Experience with desktop operating systems
• Application support experience with Office 365 and Windows Environment.
• Experience with printers, label printers, barcode scanners and copiers.

Non-Technical Skills & Abilities
 

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education/Work Experience

• A+ Certification or similar certification in computer science required.
• 1+ years of work experience in an End User Support Technician role in lieu of a certification.  

Location:New Castle, DE