End User Support Specialist

Responsibilities:

• Provide fast and effective support to our end-users
• You will be required to respond to support requests in person and over the phone
• Assess and diagnose computer hardware and software issues
• Implement effective solutions
• Required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance
• You should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills
• Provides fast and effective support over the phone and in person
• Time spent for assigned duties and responsibilities are estimated as follows:
  • Working with Internal End-Users 80%
  • Working with Outside Vendors/Contractors 20%
• You will be held accountable to comply with all defined business process and the utilization of all technology platforms, as defined by FST

Requirements: 

• Live FST Traits of Reliable, Responsive, Adaptable, Passionate, and Innovative
• Take ownership of your Duty to Communicate all required and relevant information to necessary people, departments, and customers
• Minimum of 3 years of experience in an end-user technical support role, 2-year technical degree or combination of both
• Strong customer service skills, professionalism, and friendly desk-side manner are a must
• Ability to manage incoming help desk tickets – evaluate, assign priority, and distribute to appropriate TSG queue/staff or escalate to managed services provider
• Review open tickets and provide updates to end-users as needed
• Experience resolving Level 1 tickets – ie. Password resets, printer related requests, and anything else that does not require escalation
• Basic understanding of Active Directory and Group Policy Object principles.
• Windows 7/10, MacOS, AndroidOS, and iOS knowledge
• TCP/IP, DNS, LAN/WAN, WiFi, VoIP Phone System experience (Cisco CUCM)
• Patch management, End-point protection and desktop imaging
• Knowledge of printers, managing print queues, installing/troubleshooting printers and scheduling repair with our managed print services provider
• Experience with mobile device management solutions are a plus (MobileIron, SOTI)
• Ability to write end-user guides, SOPs, and comfortable training users to use a variety of systems
• Prior experience working in or consulting in the distribution, logistics or transportation industry. RF Scan Gun maintenance/support a plus!
• Strong written and verbal communication skills
• Strong time management skills
• Ability to rapidly learn new software applications and functionality
• Strong working knowledge of Microsoft suite, including Microsoft Outlook, Windows, Word, Excel, and PowerPoint
• Proven experience in working remote and interacting with team members through web conferencing
• Associate’s degree in technical or other related field preferred or 5 years of practical experience in such a field
• Relevant certifications (i.e. CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft 365) preferre

Disclaimer:

This job description does not include every duty or responsibility that the employee may be asked to perform at some point in time.  Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to give rise to an employer-employee relationship, but not limited to an assumed offer of employment

FST Logistics is an equal opportunity employer