End-User Support Specialist I

Primary Responsibility :

Serves as the primary support liaison between C-Levels, end users and the Information Technology support teams by resolving semi-complex technical application and IT service problems.

Essential Functions include, but are not limited install, troubleshoot and repair end user computing hardware such as personal computers, laptops, thin clients, printers, RF Terminals, smart mobile phones, Audio Visual equipment and other related peripheral hardware.

This includes the support of the current Americold Software portfolio and liaison with subject matter experts where applicable.

What You'll Do :

• Provide analytical, technical and administrative work in the design and installation of new and existing personal computer systems, Cellular telephones, printers, Audio Visual equipment and RF scanning systems in accordance with existing End User Computing (EUC) processes.

• Responsible for analyzing and solving personal computer-related problems, Cellular phones, printer problems, end device RF scanning and other peripheral equipment.

Includes contacting vendors and other teams for support when necessary.

• Create and maintain standard documentation to support all EUC related processes.

• Play an active role in championing and developing new EUC processes.

• Install, configure and test new and re-issued personal computers under the current EUC imaging standards.

• Perform work with minimal direct supervision of the Manager of the End User Computing.

May take some technical direction from senior technical staff.

Lead small- to mid-size projects.

Produce quality and quantity of work that would generally be expected at an experienced Specialist level.

• Maintain accurate information and data regarding end-user issues, new personal computer installs and the re-issue of personal computers in the appropriate tracking systems.

• Participate in new business launches as requested.

• Assume ownership of Service Desk support tickets and respond quickly with timely follow through to resolution.

• Train users in the use of equipment and software allowing the users to become increasingly self-sufficient.

• Using current practices follow migration plans to ensure PC equipment and software remains current.

• Responsible for security, integrity and reliability of personal computer systems.

• Maintain compliance with software licensing and inventory as prescribed by the corporate standard.

• Follow policies and procedures and assist in enforcing computer/electronic communications/voice mail policies.

• Analyze, troubleshoot, and resolve complex problems with business applications, networking, and hardware

• Accurately document all work in appropriate incident tracking software

• Act as escalation point for other team members

• Prioritize tasks based on service level agreement criteria or as directed and with limited supervision

• Participates or represents department requirements on assigne...