IT End User Support Technician - Collaboration Specialist

Worthington Industries Columbus, OH
end user support user support technician collaboration windows communications collaboration delivery uc jabber business systems communication email
February 21, 2023
Worthington Industries
Columbus, OH
FULL_TIME

Worthington Industries is looking for an accountable Tier 2 End User Collaboration Specialist to support to our end users and business systems. All work is expected to leverage the best practices of voice of customer, emotional intelligence, and empathy in the spirit of Worthington Industries’ Philosophy to delivery exemplary service delivery.

Key Position Results:

  • High quality completion of incidents, service requests, and other work efforts meeting or exceeding department standards for completion time and quality
  • High end user satisfaction rate for work completed
  • Timely delivery of work products based on commitment dates
  • Application of existing and emerging technologies (innovation) in an effective, efficient, timely, and beneficial manner to the organization

Key Duties and Responsibilities:

  • Uses voice of customer (VOC) best practices and empathy when working with end users
  • Works in a professional, friendly, and timely manner over all appropriate communication channels (phone, in person/onsite, Email, IM, WebEx, etc.) when performing work
  • Accurately captures all information from end users to assess what is needed (i.e. work required/by when, issues/symptoms, etc.)
  • Troubleshoots and performs proper root cause analysis for all issues. Provides accurate diagnosis and resolution for all issues. Accurately identifies and implements work for service requests.
  • Completes all required system documentation (ticketing system, knowledge base, project documents, etc.) in a timely manner
  • Provides accurate estimates of work (tasks, hours, etc.) and reports status of work in a timely manner. Properly builds and manages work plan to accommodate planned and unplanned work. Works with others (end users, team, etc.) to schedule and coordinate time to perform work.
  • Performs in a continuous improvement mode (constantly look for ways to operate more efficiently and effectively; and apply change)
  • Adheres to company/department principles, processes, standards, conventions, and industry best practices when performing work
  • Ability to physically move and install computing equipment in an office and manufacturing setting
  • Ability to learn and provide basic level of support for ERP, CAD, other and business systems (before escalating to application support/SMEs)
  • Support and deploy Cisco Unified Communications and collaboration products, technologies and solutions including VoIP, messaging, the H.323 and SIP, IP communications and protocols including TCP, UDP, RTP, SCCP, as well as Cisco Presence
  • Configure external communications, including familiarity with phone system trunk implementation, UC federation, Session Initiation Protocol (SIP) peering, and H.32x neighboring implementation with associated protocols and communication standards.
  • Requires after hours support if needed (on-call, projects, issues resolution)
  • Ability to quickly learn and apply technology is required
  • Other duties as assigned

Critical Skills, Knowledge and Abilities:

Strong knowledge of:

  • PCs (Windows based) and mobile devices (Windows, Apple, Android)
  • Windows operating systems (7, 10, etc.) and BIOS/UEFI
  • Peripherals like phones, headsets, cables, monitors, wireless display, printers/MFPs, fax, phones, and scanners
  • Office 365 (ProPlus, OneDrive, Teams, and 365 online apps)
  • Cisco Unified Communications Manager
  • Cisco Contact Center Express
  • Cisco Unity Connection
  • Cisco IM&P Servers
  • Cisco Jabber
  • Cisco Webex

Demonstrated experience of:

  • Upgrading Windows PCs (Windows 10) and installing required applications, imaging, configuring, and deploying Windows PCs
  • Troubleshooting, diagnosing, and resolving end user issues
  • Supporting, Maintaining, and Troubleshooting various UC systems, including, but not limited to: CUCM, CIMP, CUC, CER, UCCX, Finesse, VCS Expressways, Unity, Jabber, CIPC

Working knowledge of:

  • Basic computing security like password resets, malware, access control, Email filtering, firewall, encryption, data loss prevention, etc.
  • Basic networking (wiring, wireless, ports, switches, routers, access points, etc.)
  • Productivity and collaboration platforms like Microsoft Office, Office 365, and Cisco Jabber
  • Communications systems (preferably Cisco equipment and UC systems)
  • Knowledge of Cisco UCS and ESXI is desirable
  • ITIL (highly preferred), as well as root cause analysis techniques
  • Full room audio/video conferencing solutions involving room cameras, room microphones, DSPs, controllers, room controls, etc.
  • Basic knowledge of Windows Server (2008 R2, 2012 R2, & 2016), System Center, Active Directory, DHCP, DNS, Group Policy, DFS, File/Print services, and certificate services
  • Scripting, like Microsoft PowerShell, and scripting best practices


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