End User Support Technician

As an End User Support Technician, you will be responsible for supporting and maintaining end user computer systems, desktops, laptops, Office 365 accounts, MFA, access to business applications, hard phones, soft phones, and variety of application software installations, Microsoft Teams, OneDrive, shared folders, mobile device hardware (iPhones, Android, tablets, etc.) and peripheral devices (printers, some lab devices, etc.). Maintain adequate knowledge of current hardware and software in use to maximize efficiency of the network and user's utilization of said systems and resources. Analyze and resolve user's technical problems in a timely and accurate manner and provide end user assistance and training where required.

Essential Duties and Responsibilities:

• Documenting, tracking, and monitoring problems to facilitate a timely resolution
• Answering questions and providing information, advice and instructions to clients
• Monitor incident requests and process first-in first-out based on priority
• Demonstrate excellent customer service via phone and proven ability to professionally communicate via email
• Applying diagnostic techniques for problem troubleshooting to identify root cause and direct to appropriate escalation resource as needed
• Excellent time management and organizational skills and is comfortable working without direct supervision to troubleshoot and assist customers
• Performs other duties/projects as needed or assigned to support the team.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Work Environment:

Work is performed indoors in a professional office environment. This role routinely uses standard office equipment such as computers, phones, mobile devices, tablets, scanners, photocopiers, filing cabinets and fax machines.

Physical Demands:

• Continuous
  • Answering the phone
  • Ability to judge distance and space relationships.
  • Area that can be seen up and down or to the right or left while fixed on a point.
• Frequent:
  • Sedentary work
  • Precision type work
  • Computer input and typing

• Occasional:
  • Lifting under 40 lbs.
  • Dusty environment
  • Standing and walking
  • Bending
  • Clarity of vision at both over 20 feet and under 20 inches.

• Rarely:
  • Lifting over 40 lbs.
  • Using oil or chemicals
  • Climbing ladders and stairs
  • Outside work
  • Driving
  • Reaching (push/pull)
  • Adjustment of eye to bring object into sharp focus.
  • Ability to identify and distinguish colors.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday from 8:00AM to 5:00PM. Occasional evening and weekend work may be required as determined by the needs of the department. May be requested to work additional time as determined by the needs of the department.

• High school diploma or technical equivalent.
• Ability to communicate technical information to nontechnical personnel in a user friendly language.
• Experience and/or knowledge of basic network and PC hardware, including Microsoft platforms and office products
• Be able to successfully troubleshoot system issues and communicate results effectively.
• Ability to handle stress and quickly analyze problems and solutions in a professional, courteous manner
• Ability to exercise independent judgment and creative problem solving techniques in a highly complex environment using leading-edge technology and or/integrating diverse technology applications.

Preferred Education and Experience:

• Associates degree in Information Systems, Computer Science, or a related discipline.
• Experience in a customer-service related capacity.
• Certifications: “Microsoft 365 Certified: Fundamentals”

Compensation & Benefits

• Competitive wages
• Health Care - United HealthCare, Delta Dental and Vision Service Plan
• Paid holidays & Paid Time off (PTO)
• Employer-paid Employee Stock Ownership Program (ESOP)
• Employer-paid Life and AD&D insurance; access to short and long-term disability insurance.
• Tuition reimbursement and more!

Who We Are

The RISE Group Inc is an employee-owned, professional engineering firm that provides a complete range of consulting, design, and energy services to customers throughout the United States and internationally. Our multi-disciplined engineering and technical staff specialize in failure analysis, engineering design, process optimization, and condition assessment. Our work demonstrates how creative collaboration can produce outstanding results for our clients and our communities.

Our Culture

At RISE, our customers come from all walks of life - and so do our employees! We hire amazing people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We can confidently state that we are successful as a direct result of our diversity. From day one and throughout your career with us, you’ll find a workplace culture with expansive personal & professional development opportunities, cutting edge technology, a place where relationships are valued, and work/life balance is always a priority. We are committed to diversity, equity, and inclusion (DEI) within our workplace and in our communities. It is our policy to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.

The RISE Group Inc is an E-Verify participant and will conduct background investigations and pre-employment screening of candidates for employment Pre-employment activities will be conducted on qualified applicants after acceptance of a job offer.

The RISE Group Inc is an employee-owned company and an equal opportunity/affirmative action employer. We welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, veteran status, disability, or any other classification protected by law.