End User Support Specialist

Overview

The End User Support Specialist will serve as the IT Department frontline support for all systems by responding to Help Desk requests and providing timely solutions. Provide on-site and remote troubleshooting and technical support which includes network connectivity, PC hardware, software, peripheral configuration, and applications for all areas of the company including Corporate Offices, Support Operations, and Retail Stores.

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

• A relentless obsession to be the best in our industry
• A winner mentality determined to outsmart and outdo competitors
• A single-minded commitment to unbeatable customer experiences
• An unapologetic passion for innovation and technology
• An uncompromising drive toward continuous improvement
• A steadfast devotion to doing the right thing the right way
• A deep-seated dedication to accountability and ownership

Responsibilities

• Serve as IT Department frontline support for all systems by responding to Help Desk requests and providing timely solutions.
• Gain familiarity with the company environment and demonstrates ability to troubleshoot and resolve requests concerning hardware and software utilizing remote management tools with minimal supervision.
• Provide on-site and remote troubleshooting and technical support which includes network connectivity, PC hardware, software, peripheral configuration, and applications for all areas of the company including Corporate Offices, Support Operations, and Retail Stores.
• Install, configure, and maintain all client hardware and software in the field.
• Interface and coordinate with IT personnel, Internal Customers, and vendors to facilitate problem solving.
• Serve as technical representative on IT projects or specific IT areas. For example, PC requisitions, equipment inventory, new product rollout, equipment repair process.
• Perform additional duties as assigned by Manager.

Qualifications

End User Support I:

REQUIRED:

• Bachelor’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Excellent communication and interpersonal skills required.
• Entry level position requires interest and ability to work in IT industry.
• Strong analytical skills, self-motivation and customer focus necessary.

PREFERRED:

• TCP/IP & DNS experience preferred.
• Experience troubleshooting & resolving help desk requests preferred.
• Experience troubleshooting network connectivity and cabling issues preferred.
• Experience installing, configuring, and maintaining client hardware and software preferred.

End User Support II:

REQUIRED/EXPECTED:

• Bachelor’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Excellent communication and interpersonal skills required.
• Background must demonstrate the ability to take ownership in troubleshooting and solving Client System related issues.
• Must demonstrate the ability to operate effectively within a complex, dynamic environment. 
• Demonstrate the ability to perform testing, implementation, and documentation for projects.
• Strong analytical skills, self-motivation and customer focus.
• TCP/IP & DNS experience expected.
• Experience troubleshooting & resolving help desk requests expected.
• Experience troubleshooting network connectivity and cabling issues expected.
• Experience installing, configuring, and maintaining client hardware and software expected.

PREFERRED:

• Knowledge of multiple environments preferred. 
• IT related certifications preferred. 
• Experience troubleshooting & resolving help desk requests expected.
• Experience troubleshooting network connectivity and cabling issues expected.
• Experience installing, configuring, and maintaining client hardware and software expected.

End User Support III:

REQUIRED/EXPECTED:

Bachelor’s degree or equivalent work experience installing, supporting, and

troubleshooting hardware peripherals and providing desktop support required.

Installing, supporting, and troubleshooting hardware peripherals and providing

desktop support required.

Capable of working stand alone. Proven experience working eectively within a

complex, dynamic environment. Background must demonstrate the ability to

operate eectively within a complex, dynamic environment.

Proven to work on moderate to complex projects and tasks under the general

guidance of senior team members. Proven ability to perform testing,

implementation, and documentation for projects. Proven ability to work with

vendors for production support and development projects - TCP/IP & DNS

experience required.

Knowledge of multiple environments required.

Excellent communication and interpersonal skills required.

Prior experience as a technical lead required.

Extensive experience troubleshooting & resolving help desk requests required.

Extensive experience troubleshooting network connectivity and cabling issues

required.

Extensive experience installing, configuring, and maintaining client hardware and

software required.

End User Support IV:

REQUIRED/EXPECTED:

• All of the required qualifications for the End User Support III.

• Proven experience mentoring and training junior team members required.

• CCNA or MCDST or another relevant industry recognized certification required.

• At least ten years of proven experience in the IT space working with all of the

relevant technologies outlined in this job description.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

Must be able to sit for long periods of time and use computer keyboard and/or mouse,

while viewing computer screen.

Must be able to lift 50lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and

finger dexterity.

Must be able to work a flexible schedule shared by other department members.

Occasional overnight travel required.

Valid driver license required.

Note: This is a brief description of all levels of End User Support Specialists responsibilities and is not

limited to those described herein. Management retains the right to add, delete or modify any of these

responsibilities at any time