End User Support Tech, Sr. at Synovus Financial Corp in Columbus, Georgia

Posted in Other 9 days ago.

Job Description:

Job Summary:
Responsible for providing expert on-site technical support to users; employ a high degree of customer service, technical expertise, and timeliness. Configure and install software and hardware for users' desktop and laptops. Acts as a subject matter expert and mentor for the department.

Job Duties and Responsibilities:

Configure and install software, hardware, and peripheral equipment for users.

Maintain desktop software and hardware; may support the mobile workforce.

Provide 4th level support to users for basic software and hardware of end-user computing and desktop-based LAN systems.

Provide maintenance and support for basic client products, peripherals, network and physical moves.

May install, maintain, and repair telecommunications equipment, to include LAN/WAN operations and the assembly of telecommunications hardware.

May provide technical support and maintenance for existing telecommunications services; perform telecommunications troubleshooting to isolate and diagnose common telecommunications problems.

Maintains and repairs hardware or software.

Involved in the installation and rollout of new software packages, upgrades and new desktop hardware.

Functions as a lead and subject matter expert on projects.

Mentors fellow team members.

Provides technical support to Executive Management.

Operates with minimal supervision and exercises independent judgment in completing assignments.

Regularly attend Change Approval Board weekly meetings and provide input as necessary.

Evaluates and makes recommendations for Enterprise technology solutions. Involved in in depth projects to implement new technology rollouts and make sure technology works seamlessly.

Uses rigorous logic and methods to solve problems with effective solutions

Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.

Perform other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace.
Minimum Education: Bachelor's Degree in Computer Science, Information Systems, or related field.

Minimum Experience: Seven (7) years of IT work experience in an end user support function.

Certification(s): Microsoft Certified Master (MCM), Microsoft Certified IT Professional (MCITP) Network+, A+, Microsoft LAN, Dell Desktop and Notebook Configuration and Troubleshooting Certifications, and/or the Novell Administrator Certification are preferred.

Required Knowledge, Skills, & Abilities:

Demonstrated knowledge of the technical specifications of various IT equipment and software packages to include: PC's, printers, scanners, Microsoft Office Solutions, and Microsoft Windows XP and Mac operating systems.

Broad knowledge of telecommunications, network, and desktop operating system and software.

Strong verbal and written communication skills and the ability to effectively listen; to include technical and non-technical information.

Strong customer service and customer support skills.

Analytical and problem-solving skills and the ability to derive solutions to typical or unique problems.

Ability to actively participate in on-call support as scheduled.

Ability to maintain a high level of client trust and confidence in the group's knowledge and concern for users' needs.

Ability to work with minimal supervision and guidance

Experience with mobile device technology to include: Blackberry, Blackberry Enterprise Server, IPAD and Iphones.

Ability to work in a team environment.

Strong decision making skills.

Ability to lift and handle large boxes and equipment up to one hundred (100) pounds, and work in and around tight or confined spaces.