It End User Services Specialist Jobs

Team Management: Experience managing a team of 20+ members, preferably oriented towards Service Desk.

Mobile Device Management: Experience in managing mobile devices, with a significant emphasis on:

Change Management: Understanding the importance and process of managing changes in IT infrastructure.

Configuration Management: Managing and maintaining hardware and software configurations.

Must have skills / experience:

IT Service Management (ITSM) Tools: Familiarity with ITSM toolsets and related processes, including:

Requiring working knowledge and skills to perform a defined set of analytical or technical operational processes.

Applying experience and skills to complete assigned work.

Minimum 2 years of related experience Required

Providing technical support to the organization's internal users of computer applications and hardware.

Answering questions regarding system procedures, online transactions, systems status, and downtime procedures, and is typically located within a call center.

Collaborating with network services, software systems engineering, and/or application development in order to restore service and/or identify problems.

Understanding and basic knowledge of workstation remote management and software distribution.

Participate in proactive device management and have strong communication skills, paying constant attention to customer needs.

Provide support for remote access and international travel

Graduation from a four-year college or university and one-year experience in the information technology field or customer service field; OR

Experience installing, upgrading, maintaining, and troubleshooting RedHat Enterprise Linux, CentOS, Ubuntu, Fedora, and other distributions of Linux.

Strong experience with Linux command line including OS configuration, software installation and configuration, domain binding, and writing custom scripts

Education and years of experience must be related to the purpose of the position.

These combinations of education and experience qualify you for the position:

# of months or years of experience specified in the minimum qualification

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

This position is a Pay Band IB

Interviews are anticipated to be conducted within two weeks of closing date.

General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.

2-4 years of experience in the service industry.

Solid customer service skills required.

Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.

May be assigned to one or more projects as a project team member.

Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.

Specialized skills in area to be able to work autonomously as proven through work experience.

HS Diploma or equivalent; Associates degree or equivalent work experience preferred.

1-3 years of experience in any specialized area required as part of the job functions.

Professional approach to their work that includes very strong customer service skills.

Strong technology skills, including extensive use of Microsoft applications as well as MCIU software.

Ability to manage time, meet deadlines, and read and understand highly technical documents.

Requires the ability to use computers for data entry.

Requires excellent problem solving and troubleshooting skills.

Review and respond to customer requests for support.

Assist student technicians as needed.

Maintains equipment inventories such as printers, projectors, battery backups and other hardware components.

Travels to provide on-site repair services across campus.

Lead and provide day-to-day management of direct reports while improving organizational culture through excellent end-user experience

Strong experience with telecom management (vendors, billing, services, equipment, SIP, VOIP, analog, PRI, PSTN, etc.)

Solid working understanding of ITIL, SOX, HIPAA, security best practices, and service management systems like SBM, ServiceNow, etc.

Accurately plan and track financial forecasts for assigned cost center(s); accurately manage licensing, subscriptions, and contracts

Experience managing teams of 4 or more for medium to large size projects or work efforts at/or under budget

Experience with large office relocations – budgeting, planning and executing

Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.

Associates degree or technical institute degree/certificate or 4-6 years relevant experience is required.

4-6 years of experience in the service industry.

Advanced customer service skills required.

Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.

Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.

Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.

Offer timely technical support and teach users how to utilize computers correctly.

Ability to manage service requests and incidents within ITSM solution.

Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.

Assist in creating knowledgebase articles, checklists, FAQs and End User training.

Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.

1-2 years’ experience in a coordinator or assistant project management role

Knowledge of project management software tools like Jira, MS Project is a plus

Assist with project planning, task coordination, status reporting, issue resolution, communication, and business stakeholder relationship management

Help with the implementation and maintenance of the new Project Portfolio Management (PPM) tool for IT

Help create project artifacts like project plans, project charter, functional requirements, testing plans and documentation

Assist with requirements gathering and documentation activities

General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.

2-4 years of experience in the service industry.

Solid customer service skills required.

Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.

May be assigned to one or more projects as a project team member.

Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.

Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.

Associates degree or technical institute degree/certificate or 4-6 years relevant experience is required.

4-6 years of experience in the service industry.

Advanced customer service skills required.

Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.

Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.