End-User Support Technician

Job Description

Salary: $60,000-$65,000

Universal Technical Resource Services, Inc. (UTRS) is currently seeking an End-User Support Technician to join our team! At UTRS, we enjoy the benefits of working in a collaborative environment of close-knit team members. As a company, we provide a wide range of leading-edge engineering, management, and digital services to the public and private sectors. We are looking for someone that will support our mission to consistently deliver creative, high-quality, technology-based services to our customers on time and within budget.

About the Role:

On behalf of the Camden City School District, UTRS is seeking a dedicated End-User Support Technician to provide technical support and assistance to staff and students. This role requires a proactive and customer-focused individual who can troubleshoot and resolve technical issues, ensuring the smooth operation of the district's IT environment.

Key Duties:

Technical Support:

Provide Level One support for all related customer premise configuration items including but not limited to network routers, network switches, Wireless Access Points (WAPs), Local Area Network (LAN) services, Virtual Private Network (VPN) services, Uninterruptible Power Supplies (UPS), and firewalls.

Offer deskside and phone support for end-users, assisting with hardware and software issues.

Support end-user equipment, including desktops, laptops, Chromebooks, printers, smartphones, interactive whiteboards, and other peripherals.

Incident Management:

Diagnose, respond to, and resolve technical issues in a timely manner, ensuring minimal disruption to school operations and escalating issues as necessary.

Record and track incidents using the district's problem management system, ensuring accurate documentation and timely resolution.

Configuration and Maintenance:

Assist with the configuration and maintenance of end-user devices, ensuring they meet the district's technical requirements and standards.

Perform routine maintenance and updates on end-user devices to ensure optimal performance.

User Training and Support:

Provide assistance and training to staff and students in the use of commercial off-the-shelf (COTS) software, including Microsoft Office 365 tools and cloud storage solutions.

Develop and deliver training materials and sessions to enhance end-user proficiency and self-sufficiency.

Inventory Management:

Support maintaining an inventory of all end-user equipment, including tracking end-of-life (EOL) status, warranty, manufacturer, model number, and other relevant information.

Ensure that the inventory database is up-to-date and accessible to authorized personnel.

What skills will the ideal candidate have to be successful?

This position will require the following skillsets and experience:

Experience:

2+ years of experience in end-user support or a related technical support role, preferably within an educational or public sector environment.

Knowledge Areas:

Proficiency in troubleshooting hardware and software issues on desktops, laptops, and other end-user devices.

Familiarity with network routers, switches, WAPs, UPS, and firewalls.

Knowledge of Microsoft Office 365 tools and cloud storage solutions.

Qualifications:

Associate's degree in Information Technology, Computer Science, or a related fieldor equivalent experience.

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.

Strong analytical, problem-solving, and communication skills.

Additional Information:

The End-User Support Technician will be responsible for ensuring the smooth operation of the Camden City School District's IT environment by providing timely and effective technical support to staff and students.

The role involves proactive monitoring, maintenance, and support of end-user devices to minimize downtime and enhance operational efficiency.

Applicants must be able to provide scheduled on-site support at various Camden School District schools and administrative facilities in the city.

Read about our benefits here:Our Benefits - UTRS Thinking Forward

UTRS is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. UTRS is a drug-free workplace with pre-employment drug testing and background verifications.

Full-time