End User Support Technician

  • location: San Antonio, TX
  • type: Contract
  • salary: $20 - $21.75 per hour

job description

End User Support Technician

job summary:
We have a contract need for a Desktop Specialist who is focused on providing excellent customer service to the end users, has solid troubleshooting/ documentation skills, and works well with others. This is an initial 6 month contract with potential to extend to be a part of a collaborative team focused on delivering quality service while maintaining and exceeding SLAs. Must have a CompTIA A+ certification or equivalent.

 
location: San Antonio, Texas
job type: Contract
salary: $20.00 - 21.75 per hour
work hours: 8am to 4pm
education: High School
 
responsibilities:
Responsible for ensuring client satisfaction of end users and peers by resolving their reported technical issue in a vigorous, professional, and sincere manner. Ensures that service delivery adheres to company standards. This individual will have an in-depth knowledge of the environment with a desired goal of effectively delivering exceptional support to our end users from a remote call center environment. Ensuring timely incident resolution and superior customer service is a primary objective for the role. Ensure professional, timely and polite support to all our end users Have in depth knowledge of tools and ticketing procedures Follow standard help desk protocols, procedures and guidelines as provided Identify, troubleshoot and resolve a wide range of computer & network related problems Basic understanding of Line of Business (LOB) applications and associated third party vendors Stay current with system information, changes and information technology updates Any other special projects or tasks assigned Ticket Management and Resolution?Develop, maintain, and execute a daily routine to review and update existing assigned tickets Follow ticket management principles per training Ensure SLA timelines are met Ensure ticket statuses are maintained correctly based on training provided Ensure accurate time worked is reported on each ticket Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket Assume full ownership of all tickets assigned Transfer of ticket ownership is done via a warm handoff to ensure ownership is accepted by new team member. Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution

 
qualifications:
  • Experience level: Experienced
  • Minimum 3 years of experience
  • Education: High School (required)
 
skills:
  • Windows 10
  • Customer Service
  • Troubleshoot and resolve a wide range of PC and network related issues
  • CompTIA A+ (1 year of experience is preferred)
  • Server 2012 or newer
  • Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365
  • Desktop Experience
  • Deskside Supprt
  • Desktop or helpdesk support (3 years of experience is preferred)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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