Job Details

Position Description:

• Provides quality support to IT users, employing a high degree of customer service, technical expertise, and timeliness.
• Provides first-level assistance for defined problems; escalates trouble tickets as necessary to higher-level staff.
• Must be effective in interpersonal communication and problem solving.
• Uses a high degree of patience and problem management techniques to solve problems.
• Follows through on resolution with users.
• Consults solution base to optimize problem resolution.
• Adheres to established standards in resolving problems.
• Tracks calls and enters solution data into solution base.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with standards.
• Escalate problems to appropriate individual based on established guidelines and procedures.
• Assist in special product-related issues as needed.

Skills Required:

• Responsible for end user support & training for PC software applications 
• Google Apps
• Email, Calendar, Docs, Sites, Chrome, etc 
• Microsoft Office tools 
• AT&T Web Conference 
• DocuSign 
• Mobile Device & Applications
• Develop and deliver relevant training to the organization 
• Conduct training needs assessment by collecting information from the business functions 
• Develop training material / curriculum based on the needs assessment 
• Schedule & deliver training 
• Develop and deliver New User training module 
• Develop a basic curriculum to provide new employees, contractors and interns the fundamentals of the Nexteer tools (login ID, Gmail, Calendar, Mobile, etc) 
• Develop and distribute reference material for IT resources 
• Provide opportunities to schedule additional training 
• Develop user reference guides and manuals as necessary 
• Maintain the internal IT website
• Support the organization in the use of collaboration tools 
• Conference room equipment (Audio / Video)
• Video conference tools

Skills Preferred:

Experience Required:

• 2 to 5 years

Experience Preferred:

0

Education Required:

•  Bachelor degree in Computer Information Systems, Information Technology or equivalent