End User Support Specialist (225-709)

As an End User Support Specialist, you will play a critical role in ensuring seamless technology interactions for our employees, by providing superior support for hardware and software issues. Tasked with troubleshooting technical problems and assisting with on-site installations, your main objective will be to enhance user satisfaction and productivity. You will act as an integral liaison between technology users and IT departments, ensuring clear communication, timely solutions, and a streamlined workflow. By leveraging your expertise and proactive approach, you will develop strategies for addressing recurring issues, conduct comprehensive user training sessions, and ensure that our technology systems operate without disruption.

Responsibilities

• Provide first-level technical support to end-users for hardware, software, and network issues.
• Identify and diagnose issues quickly to find effective solutions for users.
• Record, track, and document the help desk request problem-solving process.
• Assist with the setup and installation of computer systems and software applications.
• Ensure all end-user support requests are resolved in a timely manner.
• Develop comprehensive training materials to increase user proficiency with software.
• Maintain the inventory of hardware and software resources for efficiency.
• Collaborate with other IT personnel to resolve complex IT problems.
• Conduct regular follow-up with users to ensure issues are fully resolved.
• Support onboarding and offboarding processes with technology provisioning.
• Create and update self-help documents and FAQs for end-users.
• Maintain up-to-date knowledge of IT policies, security, and industry changes.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of two years experience in end-user support or similar IT roles.
• Demonstrated ability to troubleshoot and resolve technical issues effectively.
• Proficiency in using and supporting Microsoft Windows and Office Suite applications.
• Excellent communication skills with a strong customer service orientation.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong analytical skills and ability to work independently with minimal supervision.