User Tech Support Specialist Sr

Centrally headquartered in Fairfield, IA, Donatech is able to offer off-shore pricing with US Citizens! Experience quality and speed via our adherence to ISO9001 processes, niche verticals, ITAR/Clearances, and a focused woman owned small business.A small company that delivers big - winning Supplier-of-the-Year awards at two Fortune 500 companies. Also, Donatech frequently finishes in the top 25% of client scorecards. We communicate our strengths and deliver in those areas.As a privately owned and run small business, employees that work directly with clients and candidates are empowered to make decisions. We believe this provides the best customer service and experience. Donatech is a talent and operations oriented company vs. sales and marketing.

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases

• Provide accurate and timely logging of problems and resolution for problems in the Enterprise Service Management software tool

• Administer user accounts via Active Directory, group membership and rights assignment based on established procedures

• Escalate problems as appropriate following Service Desk procedures

• Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers throughout the problem resolution process

• Deploy personal computer (PC) hardware and software including imaging of Microsoft Operating systems, software installation, restoration of user data, assembly, cable management, and peripheral connections

• Monitor enterprise systems and responds to events through the use of Solarwinds, SCCM, and SCOM

• Perform other duties as assigned.

Skill/Experience/Education

Mandatory:

Knowledge of current Microsoft desktop operating system and application software

• Demonstrated knowledge of personal computer hardware configuration and setup

• Excellent Telephone and face-to-face communication skills

• Excellent knowledge of service desk processes and functions in support of end-user computing needs

Ideal Candidate:

• Demonstrated writing and typing ability

• Demonstrated ability to manage multiple priorities and follow through on projects to completion

All your information will be kept confidential according to EEO guidelines.