User Support Job Description

User Support Job Description

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User support provides local support for the following systems (installation, upgrades, troubleshooting): PC/Laptop Hardware and Software Network Peripherals and Printers and Telephone System.

User Support Duties & Responsibilities

To write an effective user support job description, begin by listing detailed duties, responsibilities and expectations. We have included user support job description templates that you can modify and use.

Sample responsibilities for this position include:

May serve in help desk capacity providing phone and in-person support to users in the areas of software, peripherals, problems
Serve in technical help desk capacity providing support to users in the areas of server setup/upgrade, software release management, monitoring and account administration
Provide documentation in presentation-ready quality output using advanced word processing or desktop publishing software
Proficiency with remote access methods including Cisco VPN, Citrix, VMWare and Mobile devices
Troubleshooting application and hardware issues
Support users of information systems by triaging calls, researching standard and less complex problems and questions, responding with answers or interventions, tracking calls, and analyzing call data for trends and common system problems
Follow support tickets from inception through resolution and closure
Perform technical writing for program and operational documentation
Provide first level assistance to the sales, marketing, or sales operations teams, including issue identification and issue resolution/escalation
Assist internal Salesforce users with training and reporting

User Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for User Support

List any licenses or certifications required by the position: ITIL, CCNA, MCP, MCITP, MCSE, MCTS, UNIX, HDI, V3, ITL

Education for User Support

Typically a job would require a certain level of education.

Employers hiring for the user support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Information Technology, Engineering, Computing, Information Systems, Technology, Office Technology, Business

Skills for User Support

Desired skills for user support include:

Peripherals
Networking
Printers
Hardware
Software
Office
TCP/IP network
Hardware configuration
Microsoft Office
VPN

Desired experience for user support includes:

1+ year of user support experience
Ability to apply detailed knowledge of organizational procedures
Possesses self-directed time management capabilities related to the prioritization and timely completion of tasks and issues
Ability to work independently and with all levels of internal staff, external clients, and vendors
Troubleshoot reporting issues and modification of dashboards
Complete tactical projects assigned by CRM Director

User Support Examples

1

User Support Job Description

Job Description Example
Our growing company is hiring for an user support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for user support
  • Execute software installation and deployment to computing systems
  • Assist with optimization of user experience of Reports, Dashboards, and Content areas
  • Identify and correct data discrepancies and data quality problems and work on solutions to fix these problems long term with CRM Director and User groups
  • Support users of information systems by triaging calls, researching standard and complex problems and questions, responding with answers or interventions, tracking calls, and analyzing call data for trends and common system problems
  • Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices
  • Reviews user's application needs and develops associated support strategies and plans to meet business goals and objectives
  • Supports desktop applications for both the teaching and administrative needs of the NU-Q community
  • Provide end-user support for Stevens’ systems and applications
  • Serve as a member of the team that provides first-point-of-contact and highest possible initial problem-resolution for all members of the Stevens’ community
  • Supervise and mentor student employees, including but not limited to hiring, creating work schedules, approving time worked
Qualifications for user support
  • 1 -2 years of experience working in an operational support environment, supporting internal users
  • Experience as an end user of Salesforce.com, similar CRM product , or relational database
  • Ability to effectively communicate with people at all levels of the organization to define problems and present solutions
  • Effective prioritization and multi-tasking skills
  • Ability to work with internal and external customers, troubleshooting issues by phone and in person
  • Comfort in managing day-to-day vendor relationships
2

User Support Job Description

Job Description Example
Our innovative and growing company is hiring for an user support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for user support
  • Coordinate student hiring with other Information Technology units
  • Recommend service level agreements (SLAs) for L1 and L2/3 response, including other offices within Information Technology
  • Daily review of ALL open tickets and ensure they are resolved in a timely manner according to the SLA specifications
  • Ensure that incidents reported to User Support Services are properly triaged and recorded, and that problems that cannot be resolved by Level 1 support are then directed to the proper staff and that corrective action is taken in a timely manner to resolve the user’s needs and to prevent similar issues in the future
  • Follow up with other units regarding resolutions of tickets
  • Provide weekly daily reports regarding ticket escalation, problem resolution, root cause analysis and fundamental problem resolution
  • Create and maintain end-user documentation and materials for Stevens’ ITSM Service Catalog
  • Develop and deliver end-user training sessions and workshops to users for Stevens’ systems and applications
  • Provide accurate and timely information for end-users, IT collaborative partners, and other IT Staff
  • Collaborate with campus partners to provide best of care end-user support for Stevens systems and applications
Qualifications for user support
  • Good working knowledge of customer support principles and must be able to work well under pressure in a demanding environment
  • Technical Functional proficiency in order to facilitate investigations between the business, various levels of support, and application development teams
  • Able to work in pressured situations, and adaptability to change
  • 2+ years of experience in end user support, with a strong Windows 7 background
  • Average to superior skills with MS Office applications (Word, Excel, PowerPoint, Outlook, OneNote) familiarity with Microsoft Project and Visio
  • Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in information systems or related area
3

User Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of user support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for user support
  • Collect and provide analytics to ensure that faculty, staff and students’ issues are being resolved within the standards defined by stated SLA’s
  • Research and recommend innovative/emerging technologies, more effective approaches to the delivery of IT services at Stevens
  • Assist in the administration of the online learning management system and other instructional technologies
  • Support the operations of the Division of Information Technology and all technology initiatives at Stevens
  • Weekend and / or off-hours work may be needed or required based on institutional requirements
  • Field testing of applications
  • Application deployment using Ford deployment utilities (SCCM.)
  • Support of special projects at various sites throughout South Eastern Michigan
  • Limited off hours work may be required
  • Serve as team member within a help desk support pool that rotates in response to application issues
Qualifications for user support
  • Ability to multi-task with cross functional teams comprised of software developers, testers, and business analysts
  • Strong knowledge of Microsoft Office 2010 (Outlook, Word, Excel and PowerPoint )
  • Bachelor's degree in computer science, engineering, science, communications, journalism or in a related field
  • Demonstrated experience setting up, maintaining, and troubleshooting desktop and laptop computers in the latest Windows and Apple environments
  • Experience in managing university computing labs
  • Active participation in professional organizations and professional development programs relevant to the position
4

User Support Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of user support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for user support
  • Instruct GU-Qatar faculty, staff, and students through training on supported software packages and systems, system migrations and integrations, and orientation programs to ensure users have the skills necessary to function in the technology environment
  • Appropriately addresses fixes through delivering correct information on standards, processing instructions, or correct usage of systems
  • Research and analyze issues and verify data for each ticket assigned
  • Provide professional, courteous, and knowledgeable customer service in accordance with Service Level Agreements
  • Create documentation when required
  • Visit Stevens’ faculty and staff offices to provide support
  • Create end-user documentation and materials for Stevens’ ITSM Service Catalog
  • Develop and deliver end-user documentation, training sessions, and workshops to users for Stevens’ systems and applications
  • Ensure that incidents reported to User Support Services are properly triaged and recorded, and that problems that cannot be resolved by Level 1 support are then directed to the proper SMEs and Level 2/3 staff and that corrective action is taken in a timely manner to resolve the user’s needs and to prevent similar issues in the future
  • Collaborate with Campus Partners to provide world class end-user support for Stevens systems and applications
Qualifications for user support
  • Troubleshoot and repair laptops, desktops, mobile devices and peripherals
  • Monitor, route, and resolve trouble tickets using ticketing system
  • Monitor the help desk phone line
  • Access provision, troubleshooting and resolving daily issues reported by users
  • Provide Level 1 technical support for Windows/Linux platform issues
  • Be an excellent communicator in English, both written and verbally
5

User Support Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of user support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for user support
  • Actively support the operations of the Division of Information Technology and all Technology initiatives at Stevens
  • Service Provision
  • To provide 1st / 2nd line technical support
  • Provide support for A/V, multimedia and conference room support across campus
  • Standardizing and implementing AV technology to support various modes of use
  • Working with various audio visual integrators to select and install best-in-class audio visual technology
  • Supporting the general operations of the Division of Information Technology
  • Recommends application changes to address frequent support issues encountered by users
  • Access management for all the enterprise application
  • Establish an initial diagnosis of incidents and escalate service calls that cannot be resolved to the appropriate group
Qualifications for user support
  • Fair knowledge on Active Directory Configuration and troubleshooting
  • Fair knowledge on Microsoft Exchange 2007 and Above
  • Administration knowledge on AIRWATCH technology
  • PowerShell or VB scripting
  • Linux RedHat Server Administration
  • NetApp NAS and Hitachi SAN Administration

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