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End User Computing Technician

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Job Details

Requisition #:

203480

Location:

Atlanta, GA 30339

Category:

IT

Salary:

$26.00 - $30.00 per hour

Position Details

This is a hybrid position (3 days in-office is required)

Position Overview

The End User Computing Technician resolves and reports various desktop computer problems related to network infrastructure including end user support, security upgrades and maintenance. Job holder must have experience troubleshooting technical problems regarding core Microsoft Applications and Operating Systems as well as third party software. This is a 3rd tier support position supporting internal and external employees and customers. This demands strong technical skills and customer service at the highest of levels.

Essential Job Functions

Responsible for delivering front line technical assistance and support related to computer systems, hardware, and software.

Responds to Service tickets and calls, troubleshoots and runs diagnostic programs, isolates problems, and determines and implements the most appropriate solution.

Will be responsible for scripting and executing Service performance reports that show how IT is responding to issues reported by Aveanna Healthcare end users.

Provide phone, face to face and email support, focusing on Knowledge Base usage and article creation, end user follow ups and escalations

Maintain, support, repair, upgrade and deploy

Support critical and security patches and updates

Utilize Active Directory for account move/add/change

Participate in the physical deployment, move and recovery of hardware

Create and submit detailed call logs documenting customer interactions in ticketing system. Accuracy, thoroughness, and timeliness are key call logging components

Develop and maintain support procedures and prepare end-user documentation

Working with vendors

Proactively seek and possess business acumen for all clients supported

Requirements

3-5 years previous technical support experience

3-5 years providing Service Desk or Desktop Support in a professional environment

3-5 years LAN/WAN, TCP/IP, Active Directory technologies

3-5 years Desktop environments

Strong communication, interpersonal, and analytical skills

Ability and desire to provide excellent customer-service to internal and external customers

Working knowledge of MS operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Experience with Exchange, Active Directory, Networking, VMWare, KVM

Experience working with imaging software

Proven ability to support customers in a technical environment.

Experience with hardware and software issues

Willingness to take ownership of problems and follow through to completion.

Strong, structured analytical skills.

Excellent interpersonal, verbal/written communication skills, interpersonal, organizational, and presentation skills

Able to promptly answer support related email, phone calls and other electronic communications.

Self-motivated, detail-oriented and organized

Ability to manage multiple projects simultaneously with minimal supervision

Able to work independently and efficiently to meet deadlines

Excellent time/project management skills; able to work effectively within tight time constraints

Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, FTP clients and Web Browsers

At least 4 years’ experience working in a dynamic Service Operations Technician environment.

Must have experience troubleshooting basic Software issues on the following:

Windows Operating Systems.

Microsoft Office Suite

Knowledge and understanding of HIPPA and security with systems

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

Must have experience troubleshooting PC and Laptop hardware issues.

Must have basic Wide Area Network (WAN) and Local Area Network (LAN) troubleshooting skills.

Must have experience working with ticketing systems.

Excellent written and verbal communication and organizational skills.

High degree of professionalism and be able to work effectively with all employees and business associates.

Detail oriented.

Must be able to verbally communicate instructions or other information as required approximately 80-90% of workday.

Must have adequate visual abilities to prepare, inspect documents or operate office machinery approximately 100% of workday.

Must be able to exert physical strength and occasionally lift up to 25 pounds and/or frequently up to 15 pounds.

Must be able to hear average or normal tone conversations and understand/interpret noises or spoken information.

Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.

Experience installing, monitoring and troubleshooting Windows servers and Microsoft applications

Experience with Microsoft Office 365, Exchange, Active Directory, DHCP, imaging and Terminal Services is essential

Knowledge of best practices for Windows server security

Knowledge of Virtualization technologies. VMware

Knowledge of TCP/IP networks, connections, wiring and cabling, and network management (including DNS)

Knowledge of firewalls and VPN hosts and clients

Sound general knowledge of IT systems and facilities

Experience with VoIP telephony systems a distinct advantage

Preferences

Industry certifications are preferred

Skills and Disposition

Demonstrated analytical and problem solving skills

Ability to work in a project-based team environment with minimal supervision

Must be able to handle multiple tasks at one time, in a fast paced office environment handling multiple demands

Ability to meet deadlines and reprioritize work to meet changing requirements

Strong organization and time management skills

Customer focused with dedication to customer satisfaction

Able to communicate effectively to people at all levels of the organization

Other Skills/Abilities

Must be able to adhere to confidentiality standards and professional boundaries at all times

Attention to detail

Time Management

Ability to remain calm and professional in stressful situations

Strong commitment to excellence

Quick-thinking and astute decision making skills

Effective problem-solving and conflict resolution

Excellent organization and communication skills

Physical Requirements

Able to lift equipment from 25 to 50 pounds

Environment

Performs duties in an office environment during agency operating hours

Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

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