Career Opportunities: User Support Specialist

Position Title

User Support Specialist

Active – FULL TIME REGULAR

Round Rock, TX US

POSITION SUMMARY

Provide company-wide desktop and network system support and training.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Install new computer hardware and software, ensuring that they function properly after installation.
• Upgrade existing hardware to provide enhanced capabilities by replacing computer components, and subsequently testing the upgrades to ensure proper performance.
• Manage system software upgrades for computers and ensure business application compatibility.
• Diagnose computer related problems (hardware, software, network, or user problem). User interface will be required.
• Determine procedures to correct computer problems and if within capabilities, resolve the problem. If it is not within capabilities, make the necessary arrangements and/or recommendations to get the problem corrected.
• Perform preventive maintenance on computer hardware according to established schedules and procedures.
• Evaluate hardware and software products.
• Analyze business problems and needs, and make recommendations for solution.
• Analyze, troubleshoot, and evaluate computer network problems.
• Train personnel in the use of desktop and networked systems hardware and software.
• Monitor computer inventory, requesting spare parts, materials, and supplies as required.
• Perform Local Area Network Administration functions, such as user and printer administration, support, and file management.
• Train users on telephone system and Collaborative tools (Jabber, Teams).
• Provide user, network, server and voice service and support for remote facilities.
• Perform voice system Administration functions, such as programming, adds, moves, and changes.
• Diagnose and resolve phone system related problems (hardware, software, or user).
• Troubleshoot local area networks (LANs, VLANs), wide area networks (WANs), and Internet systems.
• Serve as backup to Network Administrator & Network Engineer and associated responsibilities
• Manage logistics, usage reporting, problem resolution and maintenance for printers/copiers on the managed print service contract.
• Maintain email client and user management.
• Responsible for maintaining phone system related documentation.
• Responsible for the creation and administration of desktop software installation packages.
• Responsible for management of backup system including daily, weekly and monthly tape backups as well as offsite storage of tapes.
• Responsible for distributed service such as images and standards for all laptops and desktops in the company.
• Manage Lease returns: swap, build, and install old OS for return.
• Set up new users: install applications for new users, install computer and phone.
• Manage and maintain cell phones and hotspots. Configure cell phones for users and manage the Sophos mobile control.
• Maintain IssueTrak system and respond to tickets from supporting users to hardware setup.
• Install applications such as Wininstall/SCCM.
• Regular attendance is an essential function of this position.
• Compliance with applicable Company policies concerning maintaining a drug free workplace is required.
• Compliance with all Company policies is required, including adherence to Company ISO 9001 Standards, the Company Affirmative Action Plan and Company Safety procedures.
• Incorporate the Standards of Excellence as outlined by TWMC (Pride, Desire, Teamwork, Attention to Detail, Follow-through) into daily activities in order to create a Total Quality environment through personal commitment to excellence.
• Other functions as required (non-essential functions).

SCOPE PURPOSE AND FREQUENCY OF CONTACTS

• Frequent contact with IS Personnel other than management for exchange, analysis, and evaluation of technical information and ideas. Frequent contact with personnel in user departments to determine, evaluate and resolve user problems; to gain information about future needs and desires for planning purposes; and to communicate to them the schedules, plans and status of the IS department and its work.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

• Associate degree (A. A.) or equivalent from two-year college or technical school and three to five years of business experience; or

• Equivalent combination of education and experience

CERTIFICATIONS, LICENSES, REGISTRATIONS

SKILLS AND ABILITIES

• Outstanding customer service skills

• Ability to maintain confidentiality
• Effective written and oral communication and computer skills
• Strong attention to detail

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

SUPERVISION RECEIVED

General supervision will be provided. Must be a self-starter with the ability to work effectively and take ownership of assigned projects in a fast paced environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to reach with hands and arms and talk or hear. The employee is frequently required to stoop, kneel, crouch or crawl. The employee is occasionally required to stand; walk; sit; used hands to finger, handle or feel; and climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

MANAGEMENT DISCLAIMER

TECO-Westinghouse’s Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or TECO-Westinghouse may terminate employment at any time, for any reason.