User Support Specialist
Company: Alacrity Solutions
Posted on: January 16, 2022
IT - User Support Specialists provide technical assistance,
support, and direction to individuals and organizations that depend
on information technology. They are responsible for responding to
user inquiries / issues and making sure that any requests made are
addressed in a timely manner. In responding to these requests, user
support specialists must listen carefully to the customer, ask
questions to diagnose the nature of the problem, and then patiently
walk the customer through the problem-solving steps. Clerical
duties include maintaining departmental documentation, processing
equipment orders, and managing department assets. Reports to IT
Infrastructure and Support Manager.
Field inbound phone calls from users reporting requests for
assistance and create necessary ticket in issue tracking
application to document user requests and progress.
Monitor issue tracking application to identify outstanding
Ask users questions to properly diagnose the problem. Walk
customers through the recommended problem-solving steps.
Install, troubleshoot and repair hardware including computer and
telephony equipment and related devices, as well as software used
in the enterprise.
Train end users to work with new computer hardware or software.
Printing and imaging support.
Research and process equipment orders, software purchase requests,
and equipment returns.
Record new equipment purchased in inventory management application,
manage chain of custody documentation, and perform regular audits
of existing equipment.
Perform user account maintenance (moves / adds / changes) in
various deployed applications. Perform dial plan maintenance (moves
/ adds / changes) in enterprise cloud-based phone system.
Provide other team members and managers in the organization with
information about what gives customers the most trouble and about
other concerns customers have.
Performing any other duties related to the position of User Support
Specialist as directed by the IT Infrastructure and Support
Other duties as assigned.
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Keywords: Alacrity Solutions, Fishers , User Support Specialist, Other , Fishers, Indiana
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