Desktop Support Level 2

Job Description

Description

The User Support Coordinator’s role is to support the operation of the organization’s computing infrastructure, acting as the second level IT support to IT’s customers, and to assist IT’s customers through the support process. Responsibilities: May include, but are not limited to, the following:

• Provide excellent customer service to IT’s customers by assisting them during the support process
• Install, configure, and maintain desktop and notebook computers and peripherals
• Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the IT Help Desk or User Support Analyst levels
• Maintain an electronic software license management system to minimize paper-based record keeping
• Maintain electronic records of asset allocations from IT inventory
• Make recommendations to his or her supervisor for improving customer service operations
• Use the systems and devices provided, such as disk imaging and software deployment systems, in order to turn around service issues as efficiently as possible
• Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with IT Customer Services’ goals
• Assume ownership of IT’s customers’ service requests assigned to him or her, and will assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion
• Provide high-quality and timely communications to IT’s customers during the service process, using frequent verbal and written communications; Actions taken on a service request will be logged into the IT work order
• Maintain and project a professional attitude toward IT’s customers at all times and in all circumstances

Requirements

• BA/BS in Computer Science or other technical field preferred
• Minimum 5 years of experience in on-site computer support
• Familiar with broad range of computer operating problems and solutions
• Strong background in computer repair and support
• Excellent customer-service and problem-solving skills
• Excellent verbal and written communications skills
• Excellent listening skills
• Helpful and patient attitude
• Energetic and positive attitude
• Customer-focused
• Self-starter, yet willing and able to take and execute direction when needed
• Seeks to expand knowledge and grow in position
• Works well in a team environment

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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