User support is the primary entry point for all requests/issues that are resolved by the user support team. Typically, this is the initial point of contact that is initiated by problem creation, email, or a phone call. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution from start to finish while documenting all steps in the process.
This position will report to User Support Manager.
Identify, classify, triage, and resolve help desk tickets submitted by users.
Collection of user feedback and communication of that feedback to relevant IT/IM groups when relevant.
Frequent and flexible IT training options for staff.
Prepare computers for new hires. Make sure they contain all necessary software and ensure licensing compliance.
Maintain accurate inventory and spare device pool.
Administers mobile device set-up, testing, advanced troubleshooting and problem resolution for headquarters staff.
Respond in a timely manner to all user based problems through the ticketing system.
Captures and documents knowledge solutions for internal use and customer self-service to be used in creating a reliable FAQ for end users.
Contact external vendors if needed to repair hardware/software under warranty or under a maintenance contract.
Reformat malware affected devices while also testing and recommending new processes and procedures to enhance the process.
Train new hires on using Creative equipment (computers, conference room systems, etc.).
Use trends in ticketing system, feedback from staff, on-boarding, sessions, etc. to identify topics for Q As and areas of highest need for training and other resources.
Organize periodic brown-bags and Q A sessions on necessary topics.
Maintain positive relationship and get constant feedback about operation of Creative equipment from users.
Additional responsibilities as deemed necessary.
Required Skills Qualifications
Requires 1+ years of Help desk support experience
Requires an Associate's degree in a technical field or related course of study
Strong computer skills including office 365, hardware and software
Effective written/verbal communication skills, critical thinking and problem-solving skills
Hands on experience with PC and latest Microsoft Operating system and other tools
Excellent interpersonal and communication skills
Must be a detailed, flexible self-starter with the ability to manage multiple priorities effectively
Hardware, Help Desk, Manager, PC, Supervision, Testing
Robert Half Technology