The User Support Technician I is responsible for providing user support for workstation, application, peripheral, hardware, and service issues through telephone and email communication, as well as in person. This role will capture and satisfy user service requests, incidents, and problems as the initial triage for the Joint Tech team. Additionally, as the first point of contact between customers and Joint Tech, the User Support Technician I will use excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions with quality and efficiency.

This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):
• Serve as primary point of contact for users contacting User Support via phone or email
• Identify, research, and resolve Tier I and Tier II support tickets using User Support tools and processes
• Escalate issues when necessary within departmental guidelines and processes for resolution
• Install, configure, and maintain computer equipment, peripherals, and software for the user community
• Provide end-user training and assistance where required
• Maintain and support client operating systems and end-user software using remote administration tools
• Support users and telecommunications including, but not limited to, staging, building, programming, and deploying phones
• Support hardware deployment, receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices.
• Troubleshoot and resolve hardware and software problems on workstations and portable devices.
• Update end-user accounts, including applying/updating permissions and accessrights in accordance with Joint Tech processes regarding privacy, security, and regulatory compliance
• Orient customers to use hardware and software in accordance with departmental processes
• Disable account access as part of the off-boarding process
• Provide on-call after hours support on rotational schedule.
• Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvement
• Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
• Strong customer service skills
• Perform basic network troubleshooting
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• Travel to other offices/sites/clinics to provide support as needed
• Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware.
• Log all support issues accurately and in a timely fashion using departmental support tools and processes
• Provide excellent customer service, including taking ownership of site-wide IT related issues.
• Ensure all actions, job performance, personal conduct, and communications represent Joint Tech in a highly professional manner at all times
• Strong attention to detail and accuracy
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Perform other duties as assigned
• Work overtime when needed (up to 4 hours/week)

Knowledge/Skills/Abilities:
• Ability to exercise patience and professionalism during stressful situations
• Willing to learn and accept challenges and new responsibilities
• Strong analytical and problem-solving abilities
• Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
• Excellent verbal and written communication expertise
• Adaptable and responds willingly to change
• Ability to build and maintain strong work relationships with customers, leadership, peers, and teammembers
• Ability to communicate technical information to individuals with various levels of technical knowledge

MINIMUM EDUCATION:  High School Diploma

MINIMUM EXPERIENCE:
• 1 year of desktop support experience