Sr User Support Technician

CGS Business Solutions; Irvine (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

CGS Business Solutions is seeking a Sr. User Support Technician to provide high-level user and technical support for a national manufacturing customer. The role covers PC, software, printers, phones, network access, and account management across multiple locations.

100% onsite with travel. Strong customer service and problem-solving skills are essential for success. Responsibilities include end-user support, training, ticket management, and collaboration with ITS projects.

Qualifications

• Associate's Degree in computer science or related field with 5+ years' experience.
• A+ and MCSE certifications preferred; Bachelor's degree preferred.
• Proficient in Microsoft Office; experience with AS400 and JD Edwards is a plus.

Responsibilities

• Provide end-user support on a variety of issues; diagnose and resolve information system problems.
• Coordinate referrals to appropriate services, repairs, training and follow-up.
• Act as escalation point for other team members.
• Install and configure new PCs, software, peripherals (printers, faxes) and telecom devices.
• Travel to other plants and offices to conduct training programs.
• Maintain tickets, inventory, procurement processing and documentation.

Skills

Microsoft Office Suite

AS400

JD Edwards

PC hardware

Networking basics

Education

Associate's Degree in computer science or related field

A+ certification

MCSE certification

Bachelor's degree preferred

Tools

Ticketing system

Job description

CGS Business Solutions is committed to helping you, as an esteemed IT Professional, find the next right step in your career. We match professionals like you to rewarding consulting or full-time opportunities in your area of expertise. We are currently seeking Technical Professionals who are searching for challenging and rewarding jobs for the following opportunity:

Our national manufacturing customer is seeking a Sr. User Support Technician to provide user and technical support with the highest degree of customer service to all employees. The Sr. User Support Technician will act independently with limited oversight. Must provide support for PCs, software, printers, cell phone, desk phones, meeting rooms, voicemail, file shares, network access, account creation and maintenance, email, share folders access to all company locations and other duties as assigned.

Location: 100% onsite with travel

Responsibilities

• Provide support to end users on a variety of issues. Responsible for recognizing, researching, isolating and resolving information system problems.


• Coordinates referrals to appropriate services, repairs, training and follow-up.


• Acts as an escalation point for other members of the team.


• Performs complex problem determination, diagnosis and resolution by identifying hardware and software problems and potential solutions.


• Research unknown issues for potential resolutions through online resources and documentation.


• Supports the Installation and configuration of new PC's, software, peripheral equipment (printers, faxes, etc.) and telecommunication devices (Phones, Cellphones, Blackberries).


• Is proficient with supporting all aspects of the Desktop Level II areas of responsibility.


• Deliver \"hands-on\" training in-person and remotely


• Trains users on the use of the ticketing system.


• Documents instructions and solutions for other technicians and end users.


• Produce training videos when applicable.


• Travel to other plants and offices to conduct and participate in training programs.


• Assists in ITS projects and works closely with staff in completing these projects. Identifies and evaluates new technology as it relates to laptop, desktop, or telecommunication improvements and standardizations.


• Administrative duties as assigned i.e. reviewing and updating tickets daily, managing the ticket queue, inventory control, procurement processing, conference setup, documentation, time keeping, submitting tickets, etc.


• Provide training to the SD team, concentrating on tasks that they can handle that would help to improve user support.


• Perform on-site plant visits as needed and support/configure/troubleshoot network, server and computers as required by the site.

Technical Skill Needed

• Must be proficient in Microsoft Office Suite and experience with AS400 and JD Edwards is a plus.


• Must have in depth knowledge of PC based products.


• Advanced knowledge of or certification in relevant operating systems and applications is preferred.


• Must be able to handle multiple priorities.

Education

• Associate's Degree in a computer science or related field and 5+ years solid experience in advanced user support is required.


• A+ and\\or MCSE certification preferred. Bachelor's Degree preferred.

About CGS Business Solutions:

CGS specializes in IT business solutions, staffing and consulting services. With a strong focus in IT Applications, Network Infrastructure, Information Security, and Engineering. CGS is an INC 5000 company and is honored to be selected as one of the Best IT Recruitment Firms in California. After five consecutive Fastest Growing Company titles, CGS continues to break into new markets across the USA. Companies are counting on CGS to attract and help retain these resource pools in order to gain a competitive advantage the rapidly changing business environments.