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End User Support Technician

JR007044

The End User Support Technician Associate plans, installs, integrates and validates moderately complex desktop hardware and software, profile development and version management, license management, and peripherals solutions with guidance from others. Acquires and applies maturing knowledge of Ensono and its services and processes. Participates in the development and implementation of team initiatives. Resolves issues and identifies appropriate issues for escalation. Works with Ensono staff to assist with related technologies and guides interactions with Ensono IS Technical Services. Applies learned skills to perform problem resolution across integrated platforms, systems, processes and departments. Supports the values and strategic goals of Ensono.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Change and Release Management: Applies sound IT production and change management methods to all areas of Information Systems. Actively communicates changes within the IT department to all affected parties proactively and in an effective manner. Follows and documents strict testing and deployment methodologies for Information Systems. End User Support Technician also assists with testing of images & successful distribution verification. Testing for other support teams, testing of any technical piece that touches the desktop

Disaster Recovery/Business Continuation: Follows the processes and maintains appropriately available desktop systems operations and environment. This includes controlled observation and evaluation of new technologies and methodologies. Testing plans and documentation are required.

Capacity, Configuration and Architecture Management: Develops a high level of understanding of the Ensono Desktop, Laptop, Tablets. OS, profile version control, application version control, license management, and peripherals. Documents and ensures deployed systems meet all hardware and software standards and configurations. Contributes to system life cycle recommendations and funding requests. Works with End User Experience Team and Operations to maintain SLA’s with end user computing hardware.

Telephony and Network: Desktop Support is responsible for the Level 1 & 2 support on the phones & network, as well as owning support from the switch port to the desk, including the physical phones.

Conference Room Video Conference Hardware: The End User Support Technician also covers conference rooms service and support for all of the A/V equipment including projectors & video conference equipment. Sets up and supports video and other presentation equipment for Ensono presentations/forums/townhall meetings.

Availability/Incident Management: Responsible for the timely resolution of problems on Information Systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and Security Regulations. This also includes solving issues related to Backup, Restore, Disaster Recovery, print, scanning, AD, DNS/WINS, SSO, and patching.

Priority Management: Must manage several assignments at one time, balancing resources, priorities, deadlines and time. Requires collaboration across multiple disciplines and groups. Must also be able to work independently.
Manage Hardware Inventory: Supports company hardware management processes with asset tracking system. Includes data input, asset registration, tracking, hardware assignments, collection and disposal processes.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.  Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES                                                

Does Not Supervise Employees

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Requires a basic level of analytical ability to find solutions to difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes. Thorough documentation skills business language is also required
  • Must be able to demonstrate experience with Windows operating systems, AD, DHCP, DNS, FTP, TFTP, SMTP, SNMP, printers, scanners, profile and version management, and experience with system design, capacity planning and capacity management
  • Requires hands-on experience with desktops, laptops, tablets, mobile phones and peripherals.
  • End User Support Technician specializing in the support of Windows and Apple Mac based systems, related software and peripherals. Experience with integration of Mac based systems into a Windows Active Directory  based corporate environment is a must. Experience with products such as Casper and Centrify is highly desired.
  • Able to install all software & perform level 1/2 support.  Researches and resolves obstacles at the desktop workstation regarding connectivity, software, and hardware.
  • Must be able to communicate the impact and solutions of application/system problems in business language
  • Requires a professional approach in all situations
  • Ability to work “on call” shift rotation
  • Must resolve problems entirely by either completing the work or gathering all of the resources needed for ultimate resolution and continuity of problem management

Education and/or Experience      

  • Bachelor of Science in Computer Science, Information Systems, Computer Engineering, or related field or equivalent work experience
  • 2+ years of relevant business support and/or information technology support experience
  • Advanced knowledge of desktop systems administration, Windows OS and System Center, antivirus and encryption, printers, scanners and other peripherals

Certificates, Licenses, Registrations – Required and Preferred

Current A+, MCSA, Preferred

JR007044

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