End User Support Technician

Mayzon; Delaware; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health care benefits

401(k) plan

Paid vacations and holidays

Employee discounts

fringe benefits

Job summary

Mayzon is seeking an End User Support Technician for the 1st shift (Mon-Fri) to serve as the front line for internal users facing IT issues. This role requires hands-on desktop support, issue documentation, and collaboration with the IT team to ensure rapid resolution.

The ideal candidate will have customer-focused service mentality, strong communication skills, and the ability to prioritize tasks under pressure. Certifications like A+ are preferred, with previous experience in a similar role.

Qualifications

• A+ or similar certification required.
• 1+ year of End User Support Technician experience or equivalent.
• Strong customer-service orientation.
• Ability to prioritize and work with urgency.
• Team player with attention to detail.
• Excellent communication and research abilities.

Responsibilities

• Provide first-contact on-site support for end-user issues.
• Document and track incidents to meet SLAs.
• Use remote tools and diagnostics to troubleshoot.
• Escalate incidents with proper documentation when needed.
• Create user-help sheets and contribute to knowledge bases.
• Assist with hardware repairs and peripheral deliveries.
• Participate in preventative maintenance of workstations and printers.

Skills

Customer service

Communication

Team collaboration

Analytical thinking

Problem-solving

Fast learner

Attention to detail

Education

A+ Certification or similar certification in computer science

Job description

End User Support Technician-1st Shift Mon-Fri

Position Summary:

The End User Support Technician’s (EUST) forms the front line of assistance for our end users encountering problems or defects with products and programs. The (EUST) role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered urgent. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

The (EUST) is a critical role in our organization. You will be a valued member to our technical team and company at large. Our ideal candidate enjoys the work of providing technical assistance to computer system users. We are seeking a customer focused self-starter who knows how to prioritize the work at hand, works with a sense of urgency but does not cut corners. On a day-to-day basis, this person will support internal customers with high quality and rapid service support.

Essential Duties and Responsibilities:

Operational Management:

• First contact onsite support of incoming requests to ensure courteous, timely, and effective resolution of end-user issues.
• Buildrapport and elicit problem details from service desk customers.
• Prioritizeincidents and service requests according to defined processes to meet defined SLAs.
• Escalateincidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Useremote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Performhands-on fixes at the desktop level including hardware repairs, delivery of peripherals, or other fixes as determined.
• Performpreventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Print instruction sheets and/or documents when needed.
• Performmaintenance tasks on JDE ERP systems
• Test fixes to ensure an incident has been adequately resolved.
• Develophelp sheets and FAQ lists for end users.
• Contributeto technician knowledgebase as needed
• Providesuggestions for continual improvement.

Required Qualifications:

• A+ Certification or similar certification in computer science required.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Education/Work Experience:

1+years of work experience in an End User Support Technician role in lieu of a certification.

Mayzon offers a competitive health care benefits package, a 401(k) plan, paid vacations and holidays, employee discounts, among other fringe benefits.

Equal Opportunity Employer / Drug Free Workplace