End User Endpoint Support Engineer

End User Technology- Print/Device Technician

The End User Technology- Print/Device team is responsible for testing and supporting client end point devices such as laptops, desktops, printers, monitors, and peripherals.

Required Skills:

• 2+ years of technical support experience in a computer support environment.
• Associate's degree in computer science and/or business, or equivalent work experience.
• Ability to work within a customer-oriented, positive team environment.
• Strong interpersonal, oral, and written communication skills for interactions with both technical and non-technical staff.
• Experience providing support on single projects and initiatives within scope, budget, and timeline.
• Ability to track corporate IT assets throughout their lifecycle.
• Experience installing and supporting print applications for remote users.
• Proficiency in provisioning applications using Microsoft System Center Configuration Manager (SCCM).
• Skills in testing and supporting printer operating systems.
• Experience testing future products for LOB support (printers, desktops, laptops, monitors, and peripherals).
• Ability to configure, troubleshoot, and repair supported hardware.
• Experience opening tickets to track work performed for line of business partners within ServiceNow.
• Skills in installing, configuring, and supporting printers in both retail and corporate locations.
• Ability to lift up to 50 lbs.

Desired Skills:

• Experience supporting desktop and print operating systems.
• Previous experience with SharePoint.
• Strong understanding of information security principles and best practices.
• Exceptional customer service skills with a focus on client satisfaction.
• Experience with HP WebJet Admin.
• Familiarity with ServiceNow, including story process and QV testing.
• Ability to work in the office two days a week (Brooklyn, Ohio or Albany, NY locations).

Essential Job Functions:

• Support Key's computer platforms at corporate campus and retail locations.
• Provide high-level customer service to Key's internal client base.
• Effectively communicate with end users.
• Setup, maintain, and troubleshoot printer-related tickets using ServiceNow.
• Complete work on assigned tickets within SLA.
• Utilize industry-standard concepts, practices, and procedures.
• Follow documented and established guidelines to perform job functions.
• Communicate using excellent grammar and listening skills.
• Collaborate with team members and produce clear documentation.
• Learn new procedures and adapt to changes.
• Accept direction and embrace mentorship and training opportunities.
• Schedule, coordinate, and facilitate tactical meetings with team members, peers, and vendors.
• Resolve issues for LOB partners and understand their technology needs.
• Participate in rotational on-call duties during weekends and weeknights.
• Normal weekly schedule between the hours of 7am-7pm, Monday to Friday.

Training Provided:

• Training will be provided when appropriate

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $61,000.00 - $94,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation subject to individual and company performance.

For a list of benefits for which this position is eligible, please visit the benefits page.