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User Support Specialist Associate

Company: Apex Systems
Location: Evanston
Posted on: February 15, 2021

Job Description:

This role responds to users to resolve problems associated with the organizational area's applications and services. Diagnoses problem source through analysis, testing and discussions with users. Coordinates with programmers, developers, analysts, and project managers to resolve problems. Follows up with users to ensure problem resolution and develops supporting documentation of all activities.Specific Responsibilities: Performance

  • Coordinates with internal and external technical support personal to resolve internal reported issues.
  • Follows up to ensure problem resolution and develops supporting documentation of all activities.
  • Provides training to both individuals and groups on the use of technology and applications deployed across the libraries.
  • Responsible for providing support for Library active learning classrooms and group study spaces as well as Maker-lab.
  • Supports and maintains 3D printers and scanners and provides support for 3D modeling software.
  • Handles and implements new technologies throughout the library; maintains Creston equipment and wireless displays.
  • Diagnose technical issues through your analysis, testing and discussions with users and peers. Development
    • Provides daily triage for the video production studio and Maker-lab ensuring space and technology are functioning.
    • Recommends and implements corrective solutions after performing onsite analysis and diagnosis for complex desktop problems
    • Offers printer support for printing including deploying of printers, updates, print drivers and coordinating repair work with vendors.
    • Builds, maintains, configures, tests and deploys images for end-user workstations, and related hardware and software.
    • Maintains and handles shared laptops by updating software, patching and imaging new devices.
    • Supports desktop computing environments running Windows and Mac OS X including installing, diagnosing, repairing, maintaining, and upgrading workstations, to ensure optimal workstation performance Administration
      • Recommends application changes to address frequent support issues encountered by users
      • Develops documentation for support activities and problem resolutions concentrating on public technologies and services.
      • Communicates with Library staff concerning changes to public and staff computers to better educate and support technology.
      • Partners with colleagues to review and resolve problems and issues associated with organizational area's applications and services.
      • Delivers solutions to technology problems, questions and inquiries encountered by clients according to established practices. Planning
        • Recommend changes to applications to address frequent support issues encountered while assisting users.
        • Meets with users to gain knowledge of issues and business requirements in order to resolve issues.
        • Builds basic project plans for assigned work showing tasks, sequence of work and people resources. Other duties as assigned. Minimum Qualifications:
          • Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
          • No experience required. Minimum Competencies: (Skills, knowledge, and abilities.)
            • Communication: You will need good communication skills with a welcoming attitude, balancing listening and talking for this work. Writes precise, well-organized emails and proposals as well as provide clear and manageable instructions.
            • Organization: Ability to Plan, organize and schedule your work in an efficient, productive manner. Demonstrates an aptitude to work on multiple projects at the same time.
            • Efficiency: Handles your time well by planning work ahead while paying attention to details and anticipating contingencies. Targets projects or initiatives that require special attention and focuses on key tasks when faced with limited time or resources.
            • Collegiality: Have a positive/upbeat attitude/personality to help fellow team members succeed while building strong working relationships in a positive work environment.
            • Problem Solving/Analysis:
            • Ability to break down problems to discover the underlying issue and document the resolutions.
            • Can simplify and process complex issues and understands the difference between critical details and unimportant facts.
            • Ability to Learn: A strong goal to develop and grow in knowledge and experience while learning new programs and technologies. Preferred Qualifications:
              • 1-2 years' experience in technical support, or user service, in an information technology environment or other relevant experience required.
              • Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required.
              • Basic knowledge and experience supporting computer desktop Operating Systems such as Windows (Windows Vista/Win7/Win2010) and Mac OS X.
              • Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree
              • Experience with 3D printing and scanning and modeling software
              • Experience with Crestron Technologies EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or - provided by Dice

Keywords: Apex Systems, Evanston , User Support Specialist Associate, Other , Evanston, Illinois

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