End User Support Specialist - Tier 1

TECHNOGEN, Inc. is a Proven Leader in providing full IT Services, Software Development and Solutions for 15 years.

TECHNOGEN is a Small & Woman Owned Minority Business with GSA Advantage Certification. We have offices in VA; MD & Offshore development centers in India. We have successfully executed 100+ projects for clients ranging from small business and non-profits to Fortune 50 companies and federal, state and local agencies.

End User Support Specialist
Sharonville, Ohio 45241

Job Description:

End User Support Specialist 1 to join us. Our managed services business needs a Desktop Support Specialist I (DSS I) to join our staff. Desktop support specialists are expected to provide an excellent end user experience, which includes resolving potential or actual technical issues. Their day consists of troubleshooting different software packages, hardware devices, and other peripherals. Additionally, desktop support specialists configure computer systems according to company policies. They must follow strict privacy regulations when it comes to handling sensitive data inside company drives. They help diagnose problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems while minimizing downtime and increasing productivity. They also help with data back-up duties in case of data corruption.

Duties and Responsibilities:

Work with vendors to troubleshoot and resolve issues.
Deliver support for reported problems with desktop computers, laptops, peripherals, and
mobile devices.
Install and configure desktop computer hardware, software and peripherals using standard
procedures.
Assisting individuals who have problems with computer hardware, software, or networks by
asking them to describe the problem and walking customers through potential solutions.
Train people in the use of computer hardware and software, including how to use printers,
email programs, and various software applications.
Keeping track of pending and completed computer help-desk requests to monitor the
performance of a company's product (for example, software or hardware), or the overall health
of a company's computer and network systems.
Answer inbound phone calls and respond to voicemails.
Answer inbound chats.
Maintain satisfactory quality assurance scores.
Assist other teams with overflow work.

Education and Years of Experience:

Associate degree or better in Information Technology or Computer Science.
CompTIA A+ certification - confirms entry-level IT employees' competence in basic network communications, installations, and maintenance of computer hardware.
Microsoft's Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications - for entry-level IT professionals and indicates that an individual possesses fundamental
knowledge of specific Microsoft products. In addition, individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Required Skills & Certifications:

Cisco's Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) Certifications that the DDS I can receive in routing and switching, design, network security, and
wireless, among other fields, validate a candidate's ability to install, manage, protect and troubleshoot small branch networks.

Additional Requirements:

Regular and reliable attendance.
Ability to work overtime to complete projects.
Strong attention to detail and organizational skills.
Multitasking skills and ability to keep up in a fast-paced work environment.
The ability to utilize critical thinking to complete tasks.
Ability to be flexible in scheduling to meet business needs.

Background Requirements: Must be able to complete a required fingerprint background investigation successfully.

Ability to work in an office environment.
Ability to sit for long periods of time.
Ability to utilize a keyboard and mouse.
Ability to work in front of a computer screen for long periods of time.

Akanksha Agarwal | Sr. US IT Recruiter