End User Support Technician

Stellant Systems, Inc.; Williamsport (Lycoming County); On-site; USD 48,000 - 62,000; Full time

Job summary

Stellant Systems, Inc. in Williamsport, PA is seeking an End User / Desktop Support Technician to provide fast and effective technical assistance to end users.

The Desktop Support Technician must have good technical knowledge and be able to support end users with complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. and basic video and audio-conferencing end user support.

Qualifications

• 9+ years of experience in IT Support and Administration.
• Associates Degree in a related field.

Responsibilities

• Manage tickets in a timely manner and meet SLA's.
• Perform onsite and remote troubleshooting of PCs, networks, printers, and peripherals.
• Install, move, add, and change hardware and related equipment.
• Provide end-user troubleshooting for Windows, network, printers, etc.
• Document issues and resolutions in the ticketing system.
• Escalate unresolved issues to higher-level support with complete information.

Skills

IT Support

Desktop Support

Education

Associate Degree

Job description

Salary: $35-$45/hr DOE

Stellant Systems is seeking an End User Support Technician in Williamsport, PA (onsite 5-days a week). The End User / Desktop Support Technician provides fast and effective technical assistance to the company's end users. The Desktop Support Technician must have good technical knowledge and be able to support end users with complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. and basic video and audio-conferencing end user support. This individual must be able to communicate effectively to understand and communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with difficult customers. Ability to work issues arriving via the ticketing system.

Overview

The End User / Desktop Support Technician provides fast and effective technical assistance to the company's end users. The Desktop Support Technician must have good technical knowledge and be able to support end users with complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. and basic video and audio-conferencing end user support. This individual must be able to communicate effectively to understand and communicate the problem and explain its solution. They must also be customer-oriented and patient in dealing with difficult customers. Ability to work issues arriving via the ticketing system.

Responsibilities

• Manage tickets in a timely manner, meeting SLA’s.
• Perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by end users.
• Walk the end user through the problem-solving process.
• Perform installs (moves, adds, and, changes, for personal computer (PC) hardware including PCs, notebooks, printers, LAN connections, telephones and other peripherals.)
• Provide Troubleshooting / Break Fixes for Laptops (Windows) / Network / Printers, etc.
• Identify and determine cause of problems. Initiate action and resolve the problem in a timely manner.
• Enter ticket, request, or incident information into the approved database or tracking software.
• Direct unresolved issues to the next level of support personnel with complete and accurate information.
• Follow-up with end users to ensure issues are resolved.
• Perform all other responsibilities and duties deemed necessary.

Qualifications

• 9+ years of expereince in IT Support and Administration and an Associates Degree in related field.

Stellant Systems is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status or membership in any other group protected by federal, state or local law.

To conform to U.S. Government export regulations, the applicant must be a U.S. citizen, lawful permanent resident of the U.S. (e.g. Green Card holder), or a protected individual as defined by the International Traffic in Arm Regulations (ITAR).