Senior End User Services Technician | HostGator.com | Houston, Texas, United States

Senior End User Services Technician | HostGator.com | Houston, Texas, United States

Senior End User Services Technician

Tracking Code

58-060

Job Description

Endurance end-user support including but not limited to intermediate and complex support issues/tickets and the deployment of new and upgraded applications and hardware. Ensures that desktop based software licensing within area of responsibility is kept current, that hardware is covered by appropriate maintenance agreements, and that any aspects of the IT Security Policy that have specific applicability to the End User Technologies are conformed with.

Essential Job Functions:

• Performs all duties of End User Services Desktop Technician as required including but not limited to Tier 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
• Proven abilities in PC configuration and troubleshooting including desktop operating systems and common applications
• Outlook & VPN client configuration and troubleshooting.
• Assist with SOX and other required company mandates as requested
• Responsible for executing hardware, application, and software upgrade/patch roll-out plans and  arranging proper disposal of obsolete equipment in accordance with company policy
• Responsible for meeting the key performance metrics within areas of responsibility
• Responsible for logging issue information in ticketing system in accordance with IT standards
• Stays current on emerging technologies and industry changes
• Work with department manager and Business Process personnel to identify, document, and implement process improvements pertaining to department and EUS functioning

Required Skills

Basic Qualifications:

• Strong troubleshooting and root cause analysis skills
• Strong  desktop operating system and  printer configuration, and problem solving/troubleshooting skills
• Experience supporting current and recent versions of Windows desktop OS and current Linux desktop distros
• Experience supporting with current and recent versions Microsoft Office, common Linux desktop apps including Open Office and Thunderbird, Enterprise level anti-virus solutions and VPN solutions
• Experience supporting end users in Active Directory and/or OpenLDAP environments including account management and permissions
• Knowledge of package builds and/or scripting
• Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.)

Additional Qualifications Skills and Knowledge

• Ability to work independently
• Detail oriented and deadline driven
• Ability to communicate technical topics to non-technical personnel
• Good understanding of project management
• Good knowledge of security standards
• Good understanding of compliance standards
• Previous experience in a customer support capacity
• Ability to handle multiple priorities
• Strong customer service orientation
• Strong communication skills
• Strong inter-personal skills
• Strong telephone call handling skills
• Willingness to work out of hours to support the system

Education and/or Experience:

• Bachelor degree, an industry certification or equivalent work experience
• 2-4 years’ experience working in a corporate IT support environment 

Job Location

Houston, Texas, United States

Position Type

Full-Time/Regular 

 

 

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