End User Support Specialist 12N25

The End User Support Specialist is a crucial team member responsible for providing high-quality technical assistance and support to end users. As part of the IT support team, the specialist will resolve technical issues efficiently and maintain smooth operation of computer systems, hardware, and software. This role demands excellent communication skills, problem-solving abilities, and technical expertise to assist in troubleshooting problems and offering solutions. The specialist plays a pivotal role in ensuring minimal disruption to users and enhancing user satisfaction by delivering timely support services. The End User Support Specialist is expected to be adaptable, proactive, and capable of working in a fast-paced environment, directly impacting the productivity and efficiency of the organization.

Responsibilities

• Provide first-level technical support to end users via phone, email, or in person.
• Diagnose and resolve hardware, software, and network connectivity issues for users.
• Perform system configurations, updates, and installations as needed to support users.
• Maintain accurate records of issues and resolutions in a ticketing system.
• Collaborate with other IT staff to resolve complex technical problems efficiently.
• Assist in the development and implementation of support procedures and policies.
• Conduct user training sessions to educate end users on system use and best practices.
• Create and update user guides, FAQs, and other support documentation regularly.
• Monitor system performance and provide proactive maintenance to prevent issues.
• Escalate unresolved issues to higher-level support or management as required.
• Assist in maintaining inventory of company computers and peripheral equipment.
• Stay informed about new technologies and software updates relevant to user support.

Requirements

• Bachelor's degree in Information Technology or a related technical field.
• Minimum of two years experience in technical support or related role.
• Proven experience with Microsoft operating systems and office suite applications.
• Strong understanding of computer networks and associated troubleshooting techniques.
• Excellent verbal and written communication skills for user interaction and support.
• Ability to work independently and as part of a collaborative support team.
• Strong organizational skills with the ability to manage multiple tasks effectively.