End-User Support

End-User SupportLocation: Renton, WADuration: 3 Month ContractThis End User Support Technician serves as the primary point of support to resolve customers’ issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all caregivers, partners, and customers while maintaining a focus on positive customer service experience. The essential functions include the following: Provides high quality end user support and services while providing excellent Customer Service to all employees and partners. Assigns tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards. Repair, replace, and update. Workstations, Tablets and other computing hardware. Repair, replace, and update Phones, Smartphones and other mobile computing devices. Repair, replace, and update printers and related hardware. Repair, replace, and update computing accessories. Installs applications as directed. Works with all organizations to accommodate customer issues and requests, and follow them through to completion. Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution. Ensures customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience. Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA’s. Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.Ability to participate in the assigned “on-call” rotation for 24/7 - 7 days a week support. Must be able to own transportation to and from various assigned work locations. Performs other Duties as Assigned. Remains calm and professional under pressure, high ticket volume, and major events that impact the customers. Develops and maintains solid working relationships with all impacted users within the areas that they support. Ability to escalate any problems and issues in a timely manner, knowing when to and who to escalate problems to within your team. Works collaboratively across the business to build partnerships strengthening customer support satisfaction. May need to travel up to 50% of work schedule Ability to support supplied video equipment and audio visual meeting equipment. Triages customer issues and requests through various tools, troubleshooting and resolving end-user technology issues. Works directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments. Recommends process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams. Assists with resolving these issues with new process improvements. Provides a consistent focus on continuous process improvement for the Technology Service & Operations team. Develops and maintains technical documentation associated with troubleshooting customer hardware and software issues. Works with many different IS support organizations within IS as well as vendors. Continues to own ticket resolution to the satisfaction of the user, regardless of the numbers of handoffs between organizations. Knowledge and understanding of the pertinent technical and application environment across the entire Providence enterprise. Active Directory group administration, basic user level account permissions. Print server administration. Ability to lead projects that involve the EUS teams and work assigned to those projects to be completed by EUS teams. Local Data Center Hands-On Support. Provides spot end-user training as necessary.Why Kelly ® ?By partnering with Kelly® Technology, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward.About Kelly ®At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.