End User Support (EUS) Technician - On-Site

End User Support (EUS) Technician - On-Site

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Take your career to the next level with eXcell. We offer jobs with Fortune 1000 companies nationwide AND invest in your career development using our leading-edge training program.

One of our largest, and most well-known clients is looking for an End User Support Technician to join them onsite in Meridian, ID.

The End User Support (EUS) Technician works onsite providing tier 1 desktop support for the continuous, effective operation of systems in a Call Center environment ensuring connectivity and providing extraordinary customer service in a prompt and professional manner. Systems you will be supporting includes PC's, laptops, printers, peripherals, network, and voice infrastructure.The role of the Technician is to bring technical support and IMAC to the end user systems. Technicians help create and follow processes created for the services provided by EUS working with Sr. Technicians to build and refine technical skills as required. Must have strong analytical and troubleshooting skills and the ability to work independently and in a team environment. Must also have experience and working knowledge of Operating Systems, workstations, servers, and networks. Advanced written and verbal communication skills are needed along with the ability to work in a fast-paced dynamic environment contributing to the national support team.Scope of Activity:

• Provide tier 1 onsite and remote support to resolve Incidents, Problems, and Requests
• Diagnose, troubleshoot, repair, and resolve issues with end user systems, approved software OS and applications, networked, wireless, phones, headsets, and / or printing systems
• Implement, replace, and decommission systems
• Provide training on new systems as needed
• Participate and provide input to problem management process and knowledge management system
• Managing and working through escalations from inside or outside the EUS organization, including resolution documentation and follow up
• Project related tasks including but not limited to equipment installs, moves, changes, decommissioning of hardware as well as providing onsite smart-hands, store builds, and other project-related tasks
• Contribute by creating Knowledge Base Articles
• Ensure local site operations are adhering to EUS standards (ex. IDF / MDF closets)
• Training and skill development
• Other activities, duties and projects as assigned

Skills and Experience:

• Associates Degree required, Computer Sciences focus preferred
  • In lieu of an Associates, 3+ years of IT related field experience may be considered
• 1+ years of IT related field experience - hands on Enterprise experience in computer support
• Customer Service - able to provide excellent customer service skills in person, in writing, and on the phone
• Troubleshooting Skills - basic level understanding of troubleshooting application (O365, web browsers, end point security), hardware, and OS (Windows, Mac OS, and iOS) issues
• Client Hardware - ability to diagnose and repair client hardware to include things such as; desktops, laptops, monitors, mice, client peripherals, mobile devices, printers, docking stations, etc.
• Networking - basic understanding of networking technologies to include TCP / IP, Wireless technologies, patch panels, cabling, etc.
• Telephony - basic level understanding of VOIP, voicemail, headsets, and Telephony systems
• Ability to work independently, manage time / resources in an organized fashion with quality and communication and documentation
• HDI Support Center Analysis (HDI-Dast) preferred
• HDI Desktop support technician - within 1 year of hire preferred
• OEM Certification - Dell, Lenovo, or Apple within 6 months preferred
• A+ Certification preferred
• Requires mobility (standing, walking, climbing, etc.); the ability to get from one place to another
• Requires sitting, bending, stooping, squatting, kneeling, climbing, balancing, crawling, reaching, grasping, fine manipulation, keyboarding
• Ability to push / pull and lift / carry 35lbs.
• At least 18 years of age
• Legally authorized to work in the United States

Typical hours are 8:00a-5:00p in your time zone.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell Supports Equal Employment Opportunity eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.