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User Support Specialist

Company: Alacrity Solutions
Location: Fishers
Posted on: January 16, 2022

Job Description:

Job Description

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.

Primary Responsibilities
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 requests.
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 Manager.
Other duties as assigned.

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Keywords: Alacrity Solutions, Fishers , User Support Specialist, Other , Fishers, Indiana

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