Job Description

The User Support Technician will provide support and guidance to users experiencing technical issues relating to computer hardware, software, and peripherals.

JOB DUTIES:

• Provides technical support and guidance to resolve users’ computer hardware and software problems.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Collaborates with users, vendors, technicians, and managers to understand and assess computing and system needs and requirements.
• Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Maintains network systems, installing new hardware and modifying existing hardware, and related network software and applications.
• Maintains email and intranet services, adding and removing users and accounts.
• Collaborates with network administrator to review and analyze hardware and software needs; recommends changes.
• Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; evaluates current technology use and needs of the company and recommends software and hardware improvements.
•  Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develops training materials and/or provides onsite training as requested.

Qualifications

• Associate degree in Computer Science or related field, or equivalent combination of education and experience required.
• At least two years of experience in customer technical support required.
• Must be willing and able to work in-person.
• Must show proof of full COVID-19 vaccination within 30 days of hire.
• Experience working with technology novices and high-touch users, desirable.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Thorough understanding of technology commonly used by employees.
• Ability to explain technical problems to nontechnical employees.

Additional Information

Submit your updated resume with a cover letter expressing your interest in this role. Be prepared toe provide three professional references, including a supervisor, who can describe your work and qualifications.

No phone calls please. Only applicants selected for interviews will be contacted.

CASES is proud to be an Equal Opportunity Employer. Employment with CASES is based solely on qualifications and competence for a particular position, without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, gender identity, disability, or marital, military, or citizenship status. We also actively recruit individuals with prior involvement in the criminal justice system. Your information will be kept confidential according to EEO guidelines.