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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• Provide updates for out of date knowledge base documents.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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