User Support Specialist

POSITION SUMMARYProvide first-line assistance with a customer-service orientation to both internal and external customers with technical problems and requests including user account access, connectivity, computer hardware, printers, mobile phones, operating systems and software application functions. Maintain company standards and exceed client expectations. 

1. Receive, process and respond to internal (staff) and external (member) support requests via phone, email and ticketing systems.
2. Provide timely response and resolution to support requests and escalate those issues that cannot be handled directly to appropriate colleagues and external vendors.
3. Follow documented operating procedures and customer service guidelines for user support.
4. Effectively troubleshoot and solve desktop hardware and software issues.
5. Provide support for Microsoft Office 365 products, Windows, Mac, and iOS environments and various other software needs.
6. Assist with new hardware setups, user profile configurations, hardware and software upgrades, and inventory maintenance, etc.
7. Stay up to date on My Everence (member service portal) functions to best support external customer requests in a timely fashion.
8. Provide backup support to the IT Computer Operator. 
9. Author/edit self-help guide articles for user support issues.
10. Stay current with industry issues and new technology.
11. Complete other tasks as assigned by the IT User Support Manager.

1. Highly relational, exhibiting exceptional customer service, courtesy and respect
2. Highly organized, disciplined in time management and setting priorities
3. Flexible to respond to multiple requests being sent simultaneously
4. Strong communication and documentation skills
5. Ability to mentor/teach others adapting to their respective levels of skill/ knowledge
6. Committed to continuous learning and growth
7. Ability to identify and solve problems effectively
8. Able to pick up technical concepts quickly
9. Willingness to be on call off hours
10. Proficient with Microsoft Office Suite or related software
11. Associate degree or higher in Computer Science or equivalent work experience required
12. A+, Network+, and/or similar certifications helpful

This is a full-time position (40 hours/week)