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Beacon Hill is searching for an End User Support Technician for an on-site role in Kansas City, MO.
Job Description:
- The End User Support Technician will install and upgrade computer equipment for Employees and Contingent Workers. The candidate will troubleshoot and determine a solution when a computer user experiences difficulties.
- Provide technical assistance and resolution as necessary with strong emphasis on customer support, teamwork, and urgency.
- Image, configure, install, repair, and upgrade computer systems and perform routine maintenance.
- Troubleshoot for hardware and technical incidents.
- Update and resolve tickets assigned individually or within a group queue, providing timely resolutions and customer support.
- Provide support to customers seeking technical assistance in person or remote.
- Perform inventory on devices and track and maintain their assignment to customers.
- Resolve tickets in the ServiceNow Support queue, meeting department specifications.
- Provide high level of customer support through detailed documentation in ticketing system.
- Assist customers with installation of new software packages, based on licensing requirements.
- Perform new hire desk setups, office/department move equipment connection.
- Partner with IT Service Owners for the resolution of complex issues.
- Provide accurate information on IT products and/or services and their availability.
- Follow-up with customers and provide updates on request status.
- Document resolution steps for reoccurring issues in knowledge base.
- Provide updates for out of date knowledge base documents.
- Participate in Problem and Change management processes as necessary.
- Provide tier-1 AV hardware troubleshooting, and on-site connection/presentation support as requested.
- Performs other duties as assigned.
Requirements:
- High School Diploma/GED is Required.
- Min 3 yrs relevant exp.
- Knowledge of computer hardware and operating systems.
- Analytical and well organized.
- Good communication skills, written, verbal, and listening.
- Able to work well independently as well as in a group.
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