End User Support Tech (Chattanooga, TN)

Submitted Monday, September 24, 2018

Major Goals and Responsibilities

  • Responding to Help Desk calls for day-to-day issues.
  • Creating or working on tickets from the IT Services Help Desk systems, ensuring ticket flow and customer satisfaction.

Products and Services Involved with Position

  • Windows and Office Suite of applications
  • ConnectWise Automate
  • ConnectWise Manage
  • StorageCraft
  • Sophos Endpoint
  • Sophos InterceptX
  • Fuze Communication System

Essential Activities

  • Providing technical support for users via phone, email and remote support
  • Provide high level support for networking and application issues; escalate complex problems to the appropriate groups as needed
  • Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information
  • Provide Management with proactive suggestions as technologies change
  • Managing customer expectations and assuring them that issues will be handled in a timely fashion

Behavioral Characteristics Attitudes and Skills Required

  • Must be well organized
  • Must have excellent analytical skills
  • Good communication skills
  • Ability to evaluate needs and make recommendations
  • Ability to work with tight deadlines
  • Must be able to explain technical concepts to non-technical personnel

Prerequisites (i.e., education, training and experience)

  • CompTIA A+, Minimum 1 year in the field of IT

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