| Job Description | Position Objective: - The End-User Support Specialist will provide comprehensive technical support to end-users across the organization.
- This includes troubleshooting hardware and software issues, configuring and maintaining desktop systems, and ensuring the security and performance of the end-user computing environment.
Scope of Position: The End-User Support Specialist will be responsible for the following: End-User Support: - Provide Level 1 and Level 2 support for desktop systems, software applications, and peripherals.
- Diagnose and resolve hardware, software, and network issues for end-users.
- Respond to tickets and service requests within established SLAs.
Desktop Management: - Install, configure, and maintain desktop hardware and software, including operating systems and applications.
- Deploy and manage devices using enterprise tools such as SCCM, Intune, or similar platforms.
- Image, configure, and deploy computers and other devices for new users or upgrades.
- Perform regular updates, patches, and upgrades on desktop systems.
- Ensure antivirus, endpoint protection, and system security are up to date and functioning effectively.
- Monitor desktop system performance and identify potential issues proactively.
Documentation and Training: - Maintain detailed documentation of configurations, changes, and support requests.
- Create user manuals and guides for common tasks and procedures.
- Provide training to end-users on system use and best practices.
- Assist with onboarding new employees by setting up and training them on their desktop systems.
Collaboration and Teamwork: - Work closely with the IT team to ensure alignment of desktop systems with broader IT infrastructure.
- Assist in the implementation of IT projects related to desktop infrastructure.
- Contribute to team efforts and departmental objectives through various tasks as required.
Other Responsibilities: - Maintains equipment inventory and assists with periodic physical inventory of hardware.
Environment and Scale: - Number of Devices: 1,000
- Number of End Users: 800 /-
Required Skills and Qualifications Certifications: - Must have certifications such as CompTIA A , Microsoft Modern Desktop Administrator.
Technical Skills: - Proficiency with Windows and Apple iOS operating systems.
- Knowledge of desktop imaging and deployment tools like SCCM, Intune, or similar.
- Experience with Active Directory and Group Policy.
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
Soft Skills: - Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to organize and prioritize workload and work with minimum direction.
- Accurate and precise attention to detail.
Other Requirements: - Must be able to maintain confidentiality.
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