Geocent offers exciting and challenging opportunities in the Technology field! Geocent employees across the country subscribe to the company's culture of focusing on results when serving our large, diverse group of clients nationwide.
The End User Support Specialist role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Acquisition & Deployment:
Assist in software releases and roll-outs according to Change Management best practices.
Providing support for all end user requests, escalating as necessary.
Build rapport with service desk customers.
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Test fixes to ensure problem has been adequately resolved.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Formal Education & Certification
College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
Microsoft or CompTIA certifications
Knowledge & Experience:
Knowledge of advanced computer hardware, including PCs, servers, network switches, and mobile devices.
Experience with desktop and server operating systems, including Microsoft and Red Hat Linux
Extensive application support experience with enterprise level ERP systems
Working knowledge of a range of diagnostic utilities.
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes related to service desk and change management.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Geocent is an equal opportunity employer: EOE/M/F/D/V
Geocent, LLC. - 23 months ago