End User Svcs Tech Lead

General Profile

• Requires full proficiency in a range of technical processes or procedures through job-related training and considerable on-the-job experience
• Completes a variety of atypical assignments
• Works within defined technical processes and procedures or methodologies and may help determine the appropriate approach for new assignments
• Works with a limited degree of supervision, with oversight focused only on complex new assignments
• Acts as an informal resource for colleagues with less experience
• Performs manual tasks according to established procedures

• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• • Required Qualifications:
    • Required education and experience: Vocational/Technical Training Degree and 5-7 years' experience OR Equivalent Combination of Relevant Education &/or Experience
    Preferred Qualifications:
    • Preferred education and experience: Associate's Degree
    • Discipline/Major: Technical training preferred
    • Knowledge, skills & abilities: Computer Skills. Technical Expertise. Detail Oriented. Computer Troubleshooting. End-User Training. Issue Resolution. Mobile Computing. Mobile Device Support. Solution Delivery. Solution Management. Systems Analysis. Technical Troubleshooting. User Guides. General Office Software. IT Help Desk Software. Operating System.
    Physical Requirements:
    • Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
    • Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
    Travel Requirements: No or very little travel likely. _____________________________: The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee's at-will employment status or create an employment agreement or contract, implied or otherwise.