What are the responsibilities and job description for the End User Support Specialist position at Techgene Solutions?
End User Technical Support
650 W State Street, Boise, ID | In person
LinkedIn Link would be required for submission
Skill
Required / Desired
Amount
of Experience
Professional experience in a technical end-user support role providing face-to-face, in-person, desktop support
Required
2
Years
Professional experience in a technical end-user support role providing remote support via phone, email, etc.
Required
2
Years
Experience providing end user support on Windows-based machines (Windows 10 & 11)
Required
2
Years
Experience with basic Active Directory user management for end user support
Required
2
Years
Experience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.) for end users
Required
2
Years
Experience assisting with basic phone system usage for end users (state phone system is Cisco-based)
Required
2
Years
Experience working with a help desk ticketing system
Required
2
Years
Experience providing basic networking support for end users (for example troubleshooting connectivity issues)
Required
2
Years
Experience with hardware/software installation and support and imaging
Required
2
Years
Experience with M365 support
Desired
Experience working in virtualized environments (MS Azure/Entra AD)
Desired
Exceptional communication skills required - candidates must exude professionalism even in stressful situations
Required
IMPORTANT NOTES:
1 - This is a SHORT TERM position. The position is funded for a 3-month duration. While there is a possibility the position will extend beyond that 3-month term, candidates should understand and accept that this may only last for the 3-month duration initially budgeted.
2 - This is a FULLY ONSITE position - because it's fully onsite and short-term, only local candidates should be submitted.
3- Candidates MUST HAVE experience providing in-person face-to-face deskside support to end users to qualify for this position. Candidates whose experience has been all remote helpdesk phone/email support are NOT the right candidates for this role and will not be considered. Make sure you submit candidates with in-person deskside support experience for this role.
This position with the Idaho Office of the State Board of Education (OSBE) 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
