End User Support Specialist 10J26

As an End User Support Specialist, your role is critical in ensuring seamless and efficient technology operations within an organization. You will be responsible for providing top-notch technical support to end-users, addressing their queries, and resolving any hardware or software issues they may encounter. Your expertise will aid in maintaining high levels of user satisfaction and productivity. This position requires excellent problem-solving skills, a patient and communicative demeanor, and a strong understanding of IT systems and applications. You will be the go-to person for users experiencing issues and will work closely with other IT professionals to ensure timely and effective solutions are provided.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or in-person.
• Diagnose and troubleshoot hardware and software issues efficiently and effectively.
• Assist with the setup, configuration, and maintenance of user devices and systems.
• Document and log all user incidents and requests accurately in the support system.
• Escalate complex issues to appropriate IT teams or specialists when necessary.
• Conduct regular follow-ups with users to ensure resolved issues meet satisfaction.
• Collaborate with other IT team members to enhance the user support experience.
• Maintain current knowledge of system information, changes, and updates.
• Identify recurring technical issues and provide input on proactive solutions.
• Assist in the provision and deployment of software and systems upgrades.
• Engage in user training sessions to improve end-user competency and efficiency.
• Develop user guides and FAQs to enhance user self-service capabilities.

Requirements

• Bachelor’s degree in Information Technology or related field preferred.
• Minimum of two years of experience in a technical support role.
• Strong knowledge of Windows and Mac operating systems is essential.
• Excellent problem-solving and communication skills are required for success.
• Ability to manage multiple tasks and incidents simultaneously under pressure.
• Experience with using and supporting Microsoft Office Suite and related applications.
• Familiarity with network systems, security, and infrastructure configurations.