End User Technical Support

Title: End User Technical Support

Sharp Decisions Inc. is seeking a End User Technical Support for our client. This is a 100% onsite contract role with an initial 03 month duration and the possibility of extension. The position is available on a W2 basis only (no C2C candidates).

Schedule Specifics: 3 months with possible extension
Local Candidates only (Local to Boise, ID)

This position provides technical assistance to computer, system and phone users on a variety of issues, such as email, networking, hardware and software support, and basic system/networking support for end users.

The role will primarily involve:

• Face-to-Face desktop technical support as well as phone/email support for end users
• Support of Windows-based machines (Windows 10 & 11)
• Basic Active Directory user management
• Troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.), as we operate in a Microsoft environment
• Assisting with basic phone system usage (state phone system, Cisco-based)
• Working within our in-house ticketing system, which functions similarly to most standard ticketing platforms

Job Duties include, but are not restricted to:

• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, ticketing system and personnel requests for technical support.
• Document, track, and monitor technical issues, providing clear and concise responses to ensure a timely resolution.
• Assist clients by answering questions or troubleshooting computer issues in person, over the phone, or through remote tools like Teams and Zoom
• Possess knowledge of commonly used concepts, practices, and procedures, including imaging and Windows operating systems.
• Excellent customer service and ability to de-escalate tense situations.

Minimum Qualifications:

• Install and support Windows environments
• Experience using ticketing system
• Strong organization, problem solving and multi-tasking skills
• Sensitive to confidential information
• Able to pass a fingerprint background check.
• Strong sense of customer service and professionalism, even in a sometimes-stressful environment
• Ability to complete assigned tasks individually, as well as work cooperatively

Preferred Qualifications:

• Knowledge of Microsoft Azure/Entra AD/M365
• Experience working in virtualized environments

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