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End User Support Specialist I

2 weeks ago

Toronto, Ontario, Canada Saama Full time $60,000 - $90,000 per year

Job Summary

The End User Support Specialist I provides end-user support for assigned desktop, mobile devices, or telephone systems. They diagnose, troubleshoot, and resolve basic and moderate technical problems. The incumbent operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and procedures.

Essential RESPONSIBILITIES and ACCOUNTABILITIES

  1. Responsible for basic work assigned from a problem or incident management queue to final resolution.

  2. Identifies, solves, and prevents the recurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.

  3. Reviews and investigates all IT related problems to resolve the cause and most appropriate solution. Provides information and explanations to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary.

  4. Keeps the end user updated on the status of open trouble tickets. Escalates more complex problems to End User Specialist IIs or issues outside of the area of responsibility of other support teams. Updates problem tickets including call notes with status and categorization changes.

  5. Participates in the IT ServiceDesk call rotation 90% of the time.

  6. Completes requests to install and set up new user physical and virtual desktops. Delivers packaged software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software.

  7. Completes requests to install \ change phone setups, contact center groups, attendant console, web, and voice conferencing with occasional assistance from peers.

  8. Responsible for administration all of the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, mobile end points, anti-virus, client firewall, thin client administration, collaboration, incident management, application packing

  9. Contributor to the education of the End User Support Team using knowledge base articles and knowledge transfer sessions.

  10. Identifies opportunities for process improvements to the IT service delivery and represents the end user's perspective in policy improvement discussions.

  11. Participates in the IT service metrics gathering and delivery process to ensure our service level agreements are being met.

  12. Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.

Required Knowledge & Skills:

  1. Thorough interpersonal and oral and written communication skills to provide quality customer service.

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

  3. Excellent organizational skills. Ability to develop time well in a dynamic environment and prioritize tasks frequently.

  4. Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android.

  5. Basic knowledge of dependent End User computer technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.

  6. Excellent analytical and problem-solving skills. Ability to perform moderate troubleshooting and in-depth research and develop solutions to basic problems.

Desired Knowledge & Skills:

Education & Experience:

Desired knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following: 1+ years supporting Microsoft OS Office and remote desktop software; 1+ years of experience supporting desktop systems, mobile device management solutions, application virtualization, and 1+ years of demonstrated performance in a direct customer support role.

Desired Education & Experience:

A combination of A+ or Network+, and MCDST certification or equivalent experience desired.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment, including but not limited to, computers, phones, and photocopiers.

Physical Demands

This position requires the frequent and repetitive use of a computer, keyboard, and mouse. Hand and finger dexterity is required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO

Saama provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.