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Open nowPosted 353 days ago

IT User Support Technician

Sevita5,898 open roles

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Your applicationOpen nowIT User Support TechnicianSevita

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Sevita postings stay open a median of 16 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 353 days ago

Sevita median: 16 days open

The posting

OUR MISSION AND PERFORMANCE EXPECTATIONS The MENTOR Network is a mission-based organization dedicated to providing high quality services to those we serve. Therefore, to deliver on our mission, The Network expects every employee to perform his or her job first and foremost in accordance with the Company’s mission. SUMMARY Assists in call resolution and IT projects in the centralized Help Desk. Works closely with Field IT, Infrastructure, Business Systems and Telecom in resolving technical requests from users company-wide. Assists in the improvement of IT workflows and service delivery processes. In addition, assists with coverage and projects as required. ESSENTIAL JOB FUNCTIONS To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below:

Responds to and resolve IT requests via phone, email, voicemail and walk-ins. Escalates calls as needed using the incident management and knowledge base tools. Tracks and documents customer requests through an incident management tool, reflecting thorough troubleshooting processes. Analyzes, coordinates, and delivers timely and accurate problem resolutions for end users. Occasionally performs various desk-side duties in office such as moves, adds, changes and desk side support. Provides technical support for “fully supported” and “accepted” desktop software, approved hardware (PC/laptops/printers/LCD projectors, internet connectivity solutions), as well as approved custom enterprise applications. Works with technical staff in other departments to keep the network available, clients notified and IT staff informed of any ongoing technical issues that affect multiple users. Serves as a Subject Matter Expert (SME) for Account Provisioning, wireless support, AD Folder Permissions or others as assigned.

Identifies opportunities to enhance the support process and takes a leadership role as an enabler. Assists in the development of more effective support procedures across the team. Leads the development of support documentation.

Updates the IT Service Center Wiki knowledge base with new applications, policies, and FAQ information.

Serves as a coach and mentor for Associate Help Desk Technician. Becomes a subject matter expert in multiple Corporate Enterprise applications, delivering advanced support and enhanced services in this area. Leads complex projects involving the design, development and rollout of technical products and services. Participation in off hours on call support of business applications as necessary. Performs other related duties and activities as required.

SUPERVISORY RESPONSIBILITIES None required. Minimum Knowledge and Skills required by the Job

The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job:

Education and Experience:

High School diploma and 4-6 years of related customer service experience within the IT field. Minimum of 2 years working on a Help Desk delivering support primarily through the phone. An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements. Experience with MS Office, MS Exchange and Active Directory. Experience with Laptop and Desktop hardware in a support capacity. Experience with Incident/Help Desk Tracking tool(s).

Certificates, Licenses, and Registrations:

One of the following Certifications is required - MCSE, Network +, A+ Certification, Cisco

Other Skills and Abilities:

N/A

Other Requirements:

Travel is required as needed.

Physical Requirements:

Sedentary Work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

AMERICAN WITH DISABILITY STATEMENT External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodations to be determined on a case by case basis.

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