End User Support Technician

Jockey International, Inc. Kenosha , WI 53143

Posted 2 months ago

Jockey is looking for an End User Support Technician to join their growing I.T. team! TheEnd User Support Technician will provide 2nd level technical support for a broad range of computer workstation hardware and software within the corporate office and remote locations. You will also be responsible for supporting end-user service requests of hardware and/or software issues that are escalated by the Level 1 technical support, primary support for Cloud-based VoIP solution, backup support for Microsoft System Center and Windows System Update Server and backup administration of Enterprise Mobility Solution (Mobile Device Management of end points Windows, Mac, iOS and Android devices). The position requires a strong understanding of networking and highly technical expertise in PC, MAC, iOS and Office 365 support environments with excellent customer service skills.

SCOPE AND RESPONSIBILITIES:

  • Provide technical support for hardware and software components in a Windows, Macintosh and iOS environment.

  • Review and investigate all IT related problems to determine cause and most appropriate solution. Provide information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary. Document resolution and communicate solutions to appropriate team members.

  • Troubleshoot and resolve workstation-related equipment down to the component level, when necessary.

  • Provide technical support for cloud-based VoIP solution includes adds, moves and changes. Administration support of call flows, queues, work schedules and contact center solution.

  • Maintain and deploy Windows updates, including research and troubleshooting compatibility incidents.

  • Troubleshoot and resolve application issues, including isolating problems to networks or servers.

  • Log details of support provided in the trouble-ticketing system.

  • Implement hardware, software and upgrade solutions. Execute deployment of workstation equipment, including but not limited to: desktops, laptops, phones, monitors, printers, scanners, mobile devices, and other peripherals.

  • Provide recommendations and acquisition of hardware, software, and service solutions.

  • Document and maintain the inventory of the corporation's end point assets. Provide analytics and product life cycle recommendations.

  • Work efficiently and professionally under pressure with a focus on problem solving and high-quality service ensuring customer satisfaction.

ADDITIONAL RESPONSIBILITIES:

  • Participate in deployment services and best practices.

  • Provide lead technical support on specific business units' software requirements as assigned.

  • Contact hardware and software vendors as required to solve specific problems.

  • Stay informed of trends in IT hardware and software, troubleshooting, automation technologies and other business changes that could affect workstation service and support.

CANDIDATE REQUIREMENTS:

  • Associates degree in Computer Science or the equivalent required.

  • Minimum of two to five years of Technical Support experience, preferably in end user support services.

  • Excellent organizational skills. Ability to manage time well in a fast-paced environment and prioritize tasks frequently.

  • Thorough and broad working knowledge of workstation hardware, software, and the end point operating systems: Windows 7, 8 & 8.1,10, Mac OS 10x, iOS, including VMware, Parallels and virtual pc software and DOS commands.

  • Working knowledge of Microsoft Office suites, Office 365 Services; OneDrive, SharePoint, Azure, Intune.

  • Previous exposure and knowledge of network protocols, TCP/IP, DNS, WINS, FTP, VPN, Active Directory, Microsoft System Center, Windows System Update Services, Open Directory, and Apple protocols.

  • VoIP technical skills and experiences preferred.

  • Macintosh technical skills and experiences preferred.

  • Strong interpersonal and oral and written communication skills to provide quality customer service.

  • Ability to enforce established corporate guidelines, policies and procedures.

  • Working knowledge and support of Virtual OS software.

  • Ability to enforce established corporate guidelines, policies and procedures.

  • Excellent organizational skills with the ability to efficiently multi-task.

  • Ability to manage time well in a fast-paced environment and prioritize tasks frequently.

  • Travel may be required.

  • Must have ability to work independently, prioritize workload and complete tasks for a variety of timely deadlines. Must have strong time management and excellent customer service skills.

In return for your expertise, JOCKEY offers a competitive and comprehensive flexible benefits package which includes Medical/Dental/Life/Vision, 401(k), educational support, paid Volunteerism program, fitness club discounts, onsite health & wellness programs, generous employee discounts, a business casual work environment, a challenging work environment, summer hours, and exciting career growth opportunities!

Follow us on LinkedIn! To find out more about our history and what it's like working at JOCKEY, visit us on Pinterest!

Jockey International, Inc., and its subsidiaries, provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We are also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at human_resource@jockey.com, call us at 262-658-8111, or send a facsimile request to 262-653-3014.

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End User Support Technician

Jockey International, Inc.