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End User Services Technician II
Ref No.: 18-06425
Location: Marlboro, Massachusetts
Position Type:Contract
Experience Level: 3 Years
Role: End User Services Technician II
Location: Marlboro, MA
Duration: 12 Months Contract
Pay rate: $20-21/hr on W2

Manager Notes:

- This particular team is not responsible for processing incoming tickets, but instead are assigned to IT Projects.
- Assigned at the beginning of projects, and help document steps/create checklist for particular projects, so that when people call in with issues, the help desk will have a base to provide support
- This particular opening will be assigned to Project based on stores (supporting projects for POS, mark down systes, etc.)
- Retail experience, working in store, is desired
- Need someone strong with Microsoft Office
o Excel (Pivot tables, graphcs, etc.)
o Visio
o Power Point
- Open to candidates who have less than the 3-5 years of experience
- Monday – Friday, 9am – 5pm; maybe times need to come in a bit earlier or stay a bit later

End User Services Technician II - Transition
Major Responsibilities:

• Provides high level End User support activities for ensuring proper transition of support for assigned projects
• Provides off-shift support for applications, hardware, network and documentation
• Performs moderately complex administration, maintenance/change activities
• Collaborates with all business and IT teams globally to resolve and/or escalate complex technical incidents and problems
• Analyzes and recommends improvements to EUS processes and procedures
• Contributes as a member of a project team on global IT Projects
• Partners with IT Teams on moderately complex solutions
• Acts as a subject matter expert in specific technologies in area of responsibility
• Performs other duties as assigned

Required Skills/Knowledge:
• Technical knowledge of areas of responsibility, focus on Store Systems (POS, Markdowns, etc.)
• Working knowledge of the business
• Advanced knowledge of specific areas of the organization and processes (SME)
• Strong customer service
• Analyzes, recommends and implements solutions using standard procedures
• Applies the knowledge of Incident, Request, Problem, Knowledge and Change Management principles and best practices in respective areas
• Demonstrates ability and willingness to learn and share the knowledge with the team through application and practice

Minimum Experience:
• 3-5 year of experience with IT in a corporate setting

Minimum Education:
• 2 years of technical college education
• Bachelor's degree in related field preferred