What are the responsibilities and job description for the End-User Support Technician position at Golden Technology?
About the Role:
Our client in the IT Services & Infrastructure industry is seeking two End-User Support Technicians to assist with a PC Refresh Project, ensuring a smooth transition for associates upgrading to new devices. This role focuses on hands-on technical support, user training, and device migration, requiring strong customer service skills and basic IT troubleshooting expertise.
Project Overview:
- Total PCs to refresh: 800 remaining from 2024 1,964 scheduled for 2025
- Team Structure: Two contractors working alongside the Help Desk team
- Target Productivity: Each technician should complete 25 device migrations per week (approximately 5 per day) after training
- Support Model:Devices include QR-coded self-service knowledge articles
- Direct support is available for associates who need assistance
- Each migration must be tracked and verified upon completion
Key Responsibilities:
- Coordinate and schedule PC refresh sessions with associates
- Assist users in migrating to new devices, ensuring files, settings, and applications transfer correctly
- Provide basic troubleshooting for hardware and software configurations
- Guide users through:
- Multi-Factor Authentication (MFA) setup
- VPN (Zscaler) connectivity
- Installing software from the company’s app portal
- Adding printers, shared drives, and Outlook configuration
- Restoring .PST files to email as needed
- Document migration progress and escalate any complex technical issues to the Help Desk team
Technical Requirements:
- Experience with Windows 10/11 and Microsoft Office applications
- Basic IT troubleshooting skills (printers, shared drives, Outlook, and software installations)
- Understanding of VPN and remote access solutions (Zscaler preferred)
- Familiarity with MFA authentication processes
- Ability to follow standard operating procedures for PC deployments
Preferred Qualifications:
- 1 years of IT support or help desk experience
- Strong customer service and end-user training skills
- Ability to communicate technical concepts clearly to non-technical users
- Detail-oriented with strong organizational skills for managing multiple migrations
- Problem-solving mindset and ability to escalate issues appropriately
About Golden Technology:
Founded in 1997, Golden Technology specializes in matching top-tier technologists with businesses making a meaningful impact. We take pride in fostering a culture that supports both the professional and personal growth of our team members.
Salary : $16 - $18
