Job Description
We are seeking a skilled End User Support Specialist to provide technical assistance to our users, ensuring optimal use of our IT infrastructure. The ideal candidate will have experience with Microsoft 365, Microsoft Windows, and a strong background in hardware and network troubleshooting.
Key Responsibilities:
- User Support:
- Provide first and second-level support for end users on hardware, software, and network-related issues.
- Respond to support requests via phone, email, and ticketing system promptly and professionally.
- Diagnose and resolve technical issues with Microsoft 365 applications (Outlook, Word, Excel, Teams, etc.).
- Assist users with Windows OS issues, including installation, configuration, and troubleshooting.
- Hardware and Software Management:
- Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.
- Perform hardware diagnostics, repair, and maintenance tasks as needed.
- Manage software installations, updates, and licenses.
- Network Troubleshooting:
- Troubleshoot and resolve network connectivity issues for end users, including Wi-Fi, LAN, and VPN connections.
- Assist with the configuration and support of network devices such as routers, switches, and access points.
- Documentation and Reporting:
- Maintain accurate records of support requests and resolutions in the ticketing system.
- Create and update user guides, FAQs, and technical documentation.
- Provide regular reports on support activities and identify trends or recurring issues.
- Training and Communication:
- Conduct training sessions and workshops to educate users on best practices for using IT resources.
- Communicate effectively with users to understand their needs and provide appropriate solutions.
Qualifications:
- Education and Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- 3+ years of experience in a technical support or helpdesk role.
- Strong knowledge of Microsoft 365 applications and Windows operating systems.
- Technical Skills:
- Proficiency in troubleshooting hardware and software issues on desktops and laptops.
- Solid understanding of network concepts, including TCP/IP, DNS, DHCP, and VPN.
- Experience with network hardware (routers, switches, access points) and their configuration.
- Soft Skills:
- Excellent problem-solving skills and the ability to think critically under pressure.
- Strong communication skills, both verbal and written.
- Ability to work independently and as part of a team.
- Customer-focused with a friendly and approachable demeanor.
Work Environment:
- Ability to lift and carry hardware equipment.
- Availability for on-call support as needed.
- Ability to work flexible hours, including occasional evenings or weekends.
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