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The User Support Associate 1 provides support to end-users, internal users, or partners. Serves as the liaison between the IS department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides first line support to end users for PC, server or mainframe applications, and hardware. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Prepares PCs for deployment and provide education and/or training to end user. Handles basic support of hardware, applications and operating systems, technical consultation and networking.
2-3 years of experience providing end-user phone support for current PC desktop and application software OR installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Proficiency with MS Office Suite (Word, Outlook, Excel, PowerPoint, Access) and data entry /accounting systems.
Vocational or specialized training.
Prior work experience in a non-governmental organization (NGO).