End User Computing Technician

Position Overview

The End User Computing Technician resolves and reports various desktop computer problems related to network infrastructure including end user support, security upgrades and maintenance. Job holder must have experience troubleshooting technical problems regarding core Microsoft Applications and Operating Systems as well as third party software. This is a 3rd tier support position supporting internal and external employees and customers. This demands strong technical skills and customer service at the highest of levels.

• Responsible for delivering front line technical assistance and support related to computer systems, hardware, and software.
• Responds to Service tickets and calls, troubleshoots and runs diagnostic programs, isolates problems, and determines and implements the most appropriate solution.
• Will be responsible for scripting and executing Service performance reports that show how IT is responding to issues reported by Aveanna Healthcare end users.
• Provide phone, face to face and email support, focusing on Knowledge Base usage and article creation, end user follow ups and escalations.
• Maintain, support, repair, upgrade and deploy.
• Support critical and security patches and updates.
• Utilize Active Directory for account move/add/change.
• Participate in the physical deployment, move and recovery of hardware.
• Create and submit detailed call logs documenting customer interactions in ticketing system. Accuracy, thoroughness, and timeliness are key call logging components.
• Develop and maintain support procedures and prepare end-user documentation.
• Working with vendors.
• Proactively seek and possess business acumen for all clients supported.

• 3-5 years previous technical support experience.
• 3-5 years providing Service Desk or Desktop Support in a professional environment.
• 3-5 years LAN/WAN, TCP/IP, Active Directory technologies.
• 3-5 years Desktop environments.
• Strong communication, interpersonal, and analytical skills.
• Ability and desire to provide excellent customer-service to internal and external customers.
• Working knowledge of MS operating systems and applications. Proficient PC Skills, including Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers.
• Experience with Exchange, Active Directory, Networking, VMWare, KVM.
• Experience working with imaging software.
• Proven ability to support customers in a technical environment.
• Experience with hardware and software issues.
• Willingness to take ownership of problems and follow through to completion.
• Strong, structured analytical skills.
• Excellent interpersonal, verbal/written communication skills, organizational, and presentation skills.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Self-motivated, detail-oriented and organized.
• Ability to manage multiple projects simultaneously with minimal supervision.
• Able to work independently and efficiently to meet deadlines.
• Excellent time/project management skills; able to work effectively within tight time constraints.
• Proficient PC Skills, including Word, Access, Excel, Power Point, E-Mail clients, FTP clients and Web Browsers.
• At least 4 years’ experience in a dynamic Service Operations Technician environment.
• Experience troubleshooting basic Software issues on Windows Operating Systems and Microsoft Office Suite.
• Knowledge and understanding of HIPAA and security with systems.
• Problem solving, organizational skills, and sound judgment in customer service scenarios.
• Must have experience troubleshooting PC and Laptop hardware issues.
• Must have basic WAN and LAN troubleshooting skills.
• Experience working with ticketing systems.
• Excellent written and verbal communication and organizational skills.
• High degree of professionalism and ability to work with all employees and business associates.
• Detail oriented with the ability to communicate instructions verbally for approximately 80-90% of the workday.
• Able to lift up to 25 pounds and/or frequently up to 15 pounds; able to bend, kneel, and twist as required.
• Experience installing, monitoring and troubleshooting Windows servers and Microsoft applications.
• Experience with Microsoft Office 365,…