End User Support Specialist, End User Services

Positon: End User Support Specialist

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Provide level 2&3 Service Desk and Desktop Support for end user at direct location and remotely when needed.
• Properly evaluate issues and escalate those that are problems.
• Maintain the integrity of the IT environment ensuring all standards and build requirements are being met.
• Serve as subject matter expert for all facets of end-user computers
• Provide critical support, mentoring, and guidance to the IT Service Desk.
• Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.
• Provide peripheral support.
• Support telecom needs including MS Teams, Call Center Applications, and InTune.
• Identify and resolve problems with desktop software applications and systems management software distribution. Manage failed deployments, providing feedback to Desktop Engineering team.
• Ensure asset management guidelines are being followed, preserving computer inventory and surplus equipment.
• Maintain ample hardware levels at each location to accommodate for hires and break-fix request.
• Ascertain and repair connectivity issues.
• Maintain excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner.
• Accurately record, update and document requests utilizing the ITSM tool and any other duties as assigned by the company.
• Serve as the liaison between third party vendors and end users on any escalated end user issues.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• College degree preferred.
• At least 4 years of equivalent related work experience.
• At least 2 years' experience working in a high call volume, time sensitive support environment for a large company, supporting users in Windows 10, office365 at a minimum of a Tier II level.
• Experience working in a team-oriented, collaborative environment.
• Basic knowledge of windows server, active directory, as well as Microsoft exchange server.
• Basic networking skills including TCP/IP, DNS and DHCP.
• Basic IT security knowledge.
• Good written, oral, interpersonal, and presentational skills.
• Ability to commence conversations with new people.

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable

Work Schedule: (Only add if needed)

• General work schedule (for shift roles)
• This role is a shift position
• Must be able to cover additional shifts as needed