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End User Support Technician

Job ID : 15902

Job Title : End User Support Technician

Location : Bluefield, WV

Company Name : Alorica

Industry : Information Technology

Salary : $35,000 - $54,000  per year

Job Type : Fulltime

Posted on: 2020-12-31

Required Skills : Disaster Recovery, IT Support, Communication Skills, Project Planning

Benefits : No benefits are available


  • Provides the first tier operational support for network infrastructure and internal desktop systems software and hardware.


  • Provides first-tier technical support to internal and external customers; installs configures, troubleshoots, monitors, and maintains customers' desktop software and hardware; supports a mobile workforce
  • Consults with customers on all aspects of end-user computing and desktop-based systems software; resolves more complex, less defined issues
  • Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through the trouble-ticket system
  • Maintains passwords, data integrity, and system security for the desktop environment
  • Provides technical support and guidance through Tier II support, training, and publication of documentation; seeks hardware repair through outside vendors
  • Conducts site surveys and implements moves; adds/changes modifications to existing equipment through work-request system
  • Evaluates maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages, implements prototypes, and consults with customers on the selection of software applications
  • Manages hardware inventory using an asset management tool
  • Creates and implements software distribution methods and standards
  • Installs LAN software upgrades including planning and scheduling, testing, and coordination, and maintains the integrity of the LAN software and hardware
  • Performs LAN security procedures including implementing log-in requests; evaluates new products and technologies to determine the impact on existing system configurations

Other Related Duties

  • Complies with established policies and standards to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel.

Qualifications: Minimum Education and Experience:

  • Associate's Degree or equivalent experience/Certifications within area related to job function

Knowledge, Skills, and Abilities:

  • Experience in IT management with an emphasis on infrastructure technology
  • Experience with design of IT infrastructure
  • Working knowledge of most Microsoft based platforms including Windows-based operating systems
  • Working knowledge of IT Disaster Recovery process and procedure
  • Strong organization, project planning, and time management skills
  • Demonstrate excellent written and verbal communication skills
  • Ability to communicate technical issues to non-technical people
  • Ability to negotiate and solve the conflict

Work Environment:

  • Frequent work performed in a climate-controlled work environment.
  • Constant exposure to electronic media
  • Domestic and local travel may be necessary on rare occasions

Physical Demands:

  • Frequent work performed while sitting and/or standing
  • Constant use of a computer, telephone devices, and other general office equipment



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