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IT Support Technician II & III

Job Description

Position Summary:

This support technician position is in ITs Infrastructure and Operations Rapid End User Services (REUS) department. The REUS team is the second level of end user technical support. The REUS support technician will provide strong technical and courteous support for AEP employees, including: responding to technical issues in a timely manner, quickly and accurately troubleshoot issues, and configuring systems remotely.

Principal Accountabilities:

Maintain second level end user computing skills in technologies utilized throughout the organization.
Remain current on day to day technical changes, issues and announcements.
Consistently demonstrate the ability to think outside the box and come up with solutions to technical problems.
Develop and maintain an understanding of AEPs IT infrastructure and operations.
Determine if a problem should be resolved by the REUS team, and if not, escalate to the appropriate support team.
Document completely and accurately work done for each incident.
Technical Requirements Ability to provide strong second level support & troubleshooting for:
oWindows 7 and Windows 10
oIE 11 and Chrome
oMS Office 2013 and newer products
oLANDesk or equivalent
Familiar and skilled working with ServiceNow or equivalent ticketing system

Minimum Requirements:

Education: Associate Degree in Computer Science, technical or related field OR High School Diploma/GED with related experience.

Additional Information:

Prior experience in a customer focused second level end user technical support environment.
Excellent phone etiquette and strong written and oral communication skills.
Strong trouble-shooting and analytical skills.
Punctual and accountable.
Ability to remotely troubleshoot computer issues (e.g., via LANDesk).
Ability to stay focused and self-motivated.
Ability to learn and retain new information.
Ability and willingness to thrive in a fast paced support environment.
Ability to meet departmental goals requirements.

Experis is an Equal Opportunity Employer (EOE/AA)

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Information Technology, Telecommunications
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Computer Hardware, Computer Software, Energy - Utilities - Gas - Electric
Required Travel Not Specified
Job ID FOX_11329200
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IT Support Technician II & III

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