Level 1 - End User Support Specialist - IT District-wide - Vacancy ID: 130952

Qualifications: Minimum of 2 years related experience required. 3 years related experience preferred (either Service/ Support Desk, Help Desk, etc.). Associate's degree preferred. The technical knowledge desired includes PC and Mac hardware, PC and Mac operating systems, application software support and technical support of all staff and students.  Experience in or knowledge of:  Client Services Respond to end-user calls to clarify and assist the client with problem resolution and hardware/software needs Provide a single point of contact for Howard-Suamico customers/Help desk Make initial assessment of request, attempting to resolve them or refer to appropriate team Maintain confidentiality with regards to information being processed, stored or accessed Identify training opportunities with customers to improve organizational efficiency Diplomacy in dealing with conflict resolution Follow up with customers, provide feedback and see problems through to resolution Escalate support and service requests to second level support member or other IT teams, as defined by the escalation process within the tracking tool Technical Support: Knowledge of the Mac OS and iOS and Windows 10 Identify and correct computer-related problems caused by hardware/software failures Document troubleshooting guides for future repair needs Investigate and implement solutions for solving desktop or network problems Creates and maintains incidents and service requests in the IT Service Management tool Troubleshoots and resolves software, hardware, operating system, and networking problems; repair and recover from hardware or software failures, virus infections and other issues and document resolution in incident tickets   Increasing ability to resolve tickets on first contact Resolve and document resolution in tickets for support and service requests within the established service levels Customer focused:   Maintain a customer focus by understanding a customer's viewpoint.  He/she is viewed as a customer business partner who anticipates their needs. Contributes to self-help knowledge base Consults knowledge base to optimize resolutions and follows through on resolution with customers Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users.