The User Services Coordinator will provide first line end-user support for all computer hardware and software installation and/or configuration issues in an expeditious, technically proficient, and professional manner. Identifies, researches, and resolves technical problems. This position will respond expeditiously to end user telephone calls, emails, IT Support Requests, and other requests for technical assistance in a timely manner.
Essential Functions:
- Assists staff with information technology problems relating to computer hardware, operating system, application software, networking, telephones, printers, and attached peripherals. Problems should be expeditiously identified, researched, resolved, documented, categorized, tracked, monitored, and followed up to ensure the end user is fully satisfied that their problem is 100% resolved.
- Responsible for monitoring IT Help Desk tickets, telephone calls, and emails from staff requesting assistance and responding in a timely manner.
- Acquires, maintains, and expands technical knowledge of the standard desktop software and hardware, networking protocols, and other relevant products and/or technological hardware and software advancements to ensure that the end user is provided an intelligent and technically sound response to their request for assistance. Provide creative and innovative solutions to end user problems.
- Assist with the configuration, administration, user training, and support of the Mobile Device Management (MDM) solution and smartphone devices. Provide and maintain detailed documentation of the systems configuration and change history.
- Assist with the configuration, administration, maintenance, and support of the telephony system, voicemail, call center queues, and call reporting. As necessary, apply best practices to the system and application configuration, security model, firmware management, and other operational tasks to ensure service availability.
- Responsible for working in collaboration, and in a team environment, with other Information Technology staff on level 2 or 3 problems to diagnose and resolve problems in a timely manner. Assist in the distribution of user support issues to other IT staff members to promote awareness of problems and to facilitate user satisfaction and productivity.
Bachelor's degree (BS) in computer science from a four-year college or university preferred; or an Associate's Degree from a two-year school with three or more years' experience in PC troubleshooting, MS OS and Office support; or 5+ years with increasing responsibilities in PC troubleshooting, MS OS and Office support.
Experience Required:
Minimum of 2 years' experience PC troubleshooting, supporting Microsoft Windows 10/11 operating systems, Microsoft 365 Office suites, and in a corporate environment.
Experience Preferred:
3 years in PC troubleshooting, MS OS, and Office support with increasing responsibilities.
Skills:
In addition, this position requires the ability to productively use the following technologies or languages:
- General working knowledge of desktop computer hardware break-fix and networking.
- Proficiency in relevant operating systems, applications, and/or languages is required. Programming and debugging skills may be required.
- Possess broad scope of understanding for the following software applications: including Microsoft Office 365, IBM Client Access, Adobe Acrobat, Cisco Amp/Umbrella, and Cisco VPN client. This is not an inclusive list.
- Must have excellent oral and written communication skills, and possess strong teamwork, interpersonal, customer service and organization skills. Excellent customer service attitude; must understand that priorities are customer driven.
- Must possess strong analytical and problem-solving skills. Must be self-motivated.
- Ability to respond to common inquiries or complaints from staff. Ability to establish and maintain effective working relationships with subordinate employees and other staff members. This position may also have contact with independent software vendors.
- Prefer ability to develop and present training based on end-user needs and organizational goals.
location: Raleigh, North Carolina
job type: Permanent
work hours: 9am to 6pm
education: Bachelors
responsibilities:
The User Services Coordinator will provide first line end-user support for all computer hardware and software installation and/or configuration issues in an expeditious, technically proficient, and professional manner. Identifies, researches, and resolves technical problems. This position will respond expeditiously to end user telephone calls, emails, IT Support Requests, and other requests for technical assistance in a timely manner.
Essential Functions:
- Assists staff with information technology problems relating to computer hardware, operating system, application software, networking, telephones, printers, and attached peripherals. Problems should be expeditiously identified, researched, resolved, documented, categorized, tracked, monitored, and followed up to ensure the end user is fully satisfied that their problem is 100% resolved.
- Responsible for monitoring IT Help Desk tickets, telephone calls, and emails from staff requesting assistance and responding in a timely manner.
- Acquires, maintains, and expands technical knowledge of the standard desktop software and hardware, networking protocols, and other relevant products and/or technological hardware and software advancements to ensure that the end user is provided an intelligent and technically sound response to their request for assistance. Provide creative and innovative solutions to end user problems.
- Assist with the configuration, administration, user training, and support of the Mobile Device Management (MDM) solution and smartphone devices. Provide and maintain detailed documentation of the systems configuration and change history.
- Assist with the configuration, administration, maintenance, and support of the telephony system, voicemail, call center queues, and call reporting. As necessary, apply best practices to the system and application configuration, security model, firmware management, and other operational tasks to ensure service availability.
- Responsible for working in collaboration, and in a team environment, with other Information Technology staff on level 2 or 3 problems to diagnose and resolve problems in a timely manner. Assist in the distribution of user support issues to other IT staff members to promote awareness of problems and to facilitate user satisfaction and productivity.
Bachelor's degree (BS) in computer science from a four-year college or university preferred; or an Associate's Degree from a two-year school with three or more years' experience in PC troubleshooting, MS OS and Office support; or 5+ years with increasing responsibilities in PC troubleshooting, MS OS and Office support.
Experience Required:
Minimum of 2 years' experience PC troubleshooting, supporting Microsoft Windows 10/11 operating systems, Microsoft 365 Office suites, and in a corporate environment.
Experience Preferred:
3 years in PC troubleshooting, MS OS, and Office support with increasing responsibilities.
Skills:
In addition, this position requires the ability to productively use the following technologies or languages:
- General working knowledge of desktop computer hardware break-fix and networking.
- Proficiency in relevant operating systems, applications, and/or languages is required. Programming and debugging skills may be required.
- Possess broad scope of understanding for the following software applications: including Microsoft Office 365, IBM Client Access, Adobe Acrobat, Cisco Amp/Umbrella, and Cisco VPN client. This is not an inclusive list.
- Must have excellent oral and written communication skills, and possess strong teamwork, interpersonal, customer service and organization skills. Excellent customer service attitude; must understand that priorities are customer driven.
- Must possess strong analytical and problem-solving skills. Must be self-motivated.
- Ability to respond to common inquiries or complaints from staff. Ability to establish and maintain effective working relationships with subordinate employees and other staff members. This position may also have contact with independent software vendors.
- Prefer ability to develop and present training based on end-user needs and organizational goals.
qualifications:
The User Services Coordinator will provide first line end-user support for all computer hardware and software installation and/or configuration issues in an expeditious, technically proficient, and professional manner. Identifies, researches, and resolves technical problems. This position will respond expeditiously to end user telephone calls, emails, IT Support Requests, and other requests for technical assistance in a timely manner.
Essential Functions:
- Assists staff with information technology problems relating to computer hardware, operating system, application software, networking, telephones, printers, and attached peripherals. Problems should be expeditiously identified, researched, resolved, documented, categorized, tracked, monitored, and followed up to ensure the end user is fully satisfied that their problem is 100% resolved.
- Responsible for monitoring IT Help Desk tickets, telephone calls, and emails from staff requesting assistance and responding in a timely manner.
- Acquires, maintains, and expands technical knowledge of the standard desktop software and hardware, networking protocols, and other relevant products and/or technological hardware and software advancements to ensure that the end user is provided an intelligent and technically sound response to their request for assistance. Provide creative and innovative solutions to end user problems.
- Assist with the configuration, administration, user training, and support of the Mobile Device Management (MDM) solution and smartphone devices. Provide and maintain detailed documentation of the systems configuration and change history.
- Assist with the configuration, administration, maintenance, and support of the telephony system, voicemail, call center queues, and call reporting. As necessary, apply best practices to the system and application configuration, security model, firmware management, and other operational tasks to ensure service availability.
- Responsible for working in collaboration, and in a team environment, with other Information Technology staff on level 2 or 3 problems to diagnose and resolve problems in a timely manner. Assist in the distribution of user support issues to other IT staff members to promote awareness of problems and to facilitate user satisfaction and productivity.
Bachelor's degree (BS) in computer science from a four-year college or university preferred; or an Associate's Degree from a two-year school with three or more years' experience in PC troubleshooting, MS OS and Office support; or 5+ years with increasing responsibilities in PC troubleshooting, MS OS and Office support.
Experience Required:
Minimum of 2 years' experience PC troubleshooting, supporting Microsoft Windows 10/11 operating systems, Microsoft 365 Office suites, and in a corporate environment.
Experience Preferred:
3 years in PC troubleshooting, MS OS, and Office support with increasing responsibilities.
Skills:
In addition, this position requires the ability to productively use the following technologies or languages:
- General working knowledge of desktop computer hardware break-fix and networking.
- Proficiency in relevant operating systems, applications, and/or languages is required. Programming and debugging skills may be required.
- Possess broad scope of understanding for the following software applications: including Microsoft Office 365, IBM Client Access, Adobe Acrobat, Cisco Amp/Umbrella, and Cisco VPN client. This is not an inclusive list.
- Must have excellent oral and written communication skills, and possess strong teamwork, interpersonal, customer service and organization skills. Excellent customer service attitude; must understand that priorities are customer driven.
- Must possess strong analytical and problem-solving skills. Must be self-motivated.
- Ability to respond to common inquiries or complaints from staff. Ability to establish and maintain effective working relationships with subordinate employees and other staff members. This position may also have contact with independent software vendors.
- Prefer ability to develop and present training based on end-user needs and organizational goals.
skills: The User Services Coordinator will provide first line end-user support for all computer hardware and software installation and/or configuration issues in an expeditious, technically proficient, and professional manner. Identifies, researches, and resolves technical problems. This position will respond expeditiously to end user telephone calls, emails, IT Support Requests, and other requests for technical assistance in a timely manner.
Essential Functions:
- Assists staff with information technology problems relating to computer hardware, operating system, application software, networking, telephones, printers, and attached peripherals. Problems should be expeditiously identified, researched, resolved, documented, categorized, tracked, monitored, and followed up to ensure the end user is fully satisfied that their problem is 100% resolved.
- Responsible for monitoring IT Help Desk tickets, telephone calls, and emails from staff requesting assistance and responding in a timely manner.
- Acquires, maintains, and expands technical knowledge of the standard desktop software and hardware, networking protocols, and other relevant products and/or technological hardware and software advancements to ensure that the end user is provided an intelligent and technically sound response to their request for assistance. Provide creative and innovative solutions to end user problems.
- Assist with the configuration, administration, user training, and support of the Mobile Device Management (MDM) solution and smartphone devices. Provide and maintain detailed documentation of the systems configuration and change history.
- Assist with the configuration, administration, maintenance, and support of the telephony system, voicemail, call center queues, and call reporting. As necessary, apply best practices to the system and application configuration, security model, firmware management, and other operational tasks to ensure service availability.
- Responsible for working in collaboration, and in a team environment, with other Information Technology staff on level 2 or 3 problems to diagnose and resolve problems in a timely manner. Assist in the distribution of user support issues to other IT staff members to promote awareness of problems and to facilitate user satisfaction and productivity.
Bachelor's degree (BS) in computer science from a four-year college or university preferred; or an Associate's Degree from a two-year school with three or more years' experience in PC troubleshooting, MS OS and Office support; or 5+ years with increasing responsibilities in PC troubleshooting, MS OS and Office support.
Experience Required:
Minimum of 2 years' experience PC troubleshooting, supporting Microsoft Windows 10/11 operating systems, Microsoft 365 Office suites, and in a corporate environment.
Experience Preferred:
3 years in PC troubleshooting, MS OS, and Office support with increasing responsibilities.
Skills:
In addition, this position requires the ability to productively use the following technologies or languages:
- General working knowledge of desktop computer hardware break-fix and networking.
- Proficiency in relevant operating systems, applications, and/or languages is required. Programming and debugging skills may be required.
- Possess broad scope of understanding for the following software applications: including Microsoft Office 365, IBM Client Access, Adobe Acrobat, Cisco Amp/Umbrella, and Cisco VPN client. This is not an inclusive list.
- Must have excellent oral and written communication skills, and possess strong teamwork, interpersonal, customer service and organization skills. Excellent customer service attitude; must understand that priorities are customer driven.
- Must possess strong analytical and problem-solving skills. Must be self-motivated.
- Ability to respond to common inquiries or complaints from staff. Ability to establish and maintain effective working relationships with subordinate employees and other staff members. This position may also have contact with independent software vendors.
- Prefer ability to develop and present training based on end-user needs and organizational goals.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
