End User Svcs Technician II

General Profile

• Requires basic skills in an analytical or scientific method or operational process
• Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision
• 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 1-2 years' experience OR Equivalent Combination of Relevant Education &/or Experience
    Preferred Qualifications:
    • Preferred education and experience: Associate's Degree
    • Discipline/Major: Technical degree or equivalent training and experience
    • Knowledge, skills & abilities: Computer Troubleshooting. End-User Training. Escalation Management. Help Desk / Desktop Support. Help Desk Management. Issue Resolution. Solution Delivery. Technical Support. Technical Troubleshooting. Upgrades Management. Performance Metrics. Ticketing/Tracking. IT Help Desk Software.
    Physical Requirements:
    • Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
    • Requires regular movement throughout GD-OTS facilities.
    • Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
    • Must be willing to work outside normal business hours as required.
    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.