User Tech Support Specialist - Military veterans preferred

2019-06-13
DynCorp Recruiting (www.dyn-intl.com)
Other

/yr

  full-time   employee


Fort Worth
Texas
United States

 
Job Summary
 
The User Tech Support Specialist is responsible for providing technical assistance and support to a workforce located across the globe. The position is responsible for first and second level problem determination, problem/incident recording, problem resolution and problem escalation per Business Technology policies and procedures. User Tech Support Specialists provide second-level support on more complex issues.
 
Principal Accountabilities
  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems.
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool
  • Administer user accounts via Active Directory, group membership and rights assignment based on established procedures
  • Escalate problems as appropriate following Service Desk procedures
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation.
  • Maintain communications with customers throughout the problem resolution process
  • Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections
  • Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM
  • Perform other duties as assigned

Knowledge & Skills

  • Knowledge of current Microsoft desktop operating system and application software
  • Demonstrated knowledge of personal computer hardware configuration and setup
  • Excellent Telephone and face-to-face communication skills
  • Excellent knowledge of service desk processes and functions in support of end-user computing needs
  • Demonstrated writing and typing ability
  • Demonstrated ability to manage multiple priorities and follow through on projects to completion

Experience & Education

  • College degree strongly preferred or high school diploma plus some advanced training
  • Current certification in at least one of the following areas preferred:
  • CompTIA A+, Network+, or Security+
  • Microsoft Certified Solutions Associate (MSCA), preferably in Microsoft’s current Desktop Operating System ITIL v3
  • Three (3) to five (5) years of Service Desk experience

Physical Requirements/Working Environment

  • Normal office environment
  • May be assigned to first, second, or third shift work schedule
  • Able to stand and walk 20% of work shift to assist employees located throughout main campus location
  • Able to lift standard computer equipment up to 50 lbs