End User Support Specialist II (Hybrid)

Position Summary

The End User Support Analyst coordinates, diagnoses, and troubleshoots incoming end user problems regarding hardware issues, connectivity issues, operating system issues, software problems system procedures, online transactions, systems' status, and downtime procedures. This job solves a range of intermediate-level problems and analyzes possible solutions using standard procedures.

Position Responsibilities & Essential functions

• Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel; delivers case status updates to management and end-users.
• Answers questions regarding system procedures, online transactions, systems' status, and downtime procedures.
• Collaborates with network services, software systems engineering, and/or application development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Supports and maintains effective relationships with users.

• Works under normal supervision and exercises judgment within defined procedures and practices to determine appropriate actions when accomplishing objectives.

Required Skills:

• Customer service experience
• Windows 10 & 11 support
• Mac OS
• Microsoft 365
• Active Directory
• Networking, DNS, DHCP, VPN
• Installation and configuration of peripherals
• Strong work ethic
• Must be comfortable supporting and interacting with Executive/C-level personnel

Qualifications & Job Requirements

• Bachelor's degree and 1-2 years of experience; OR
• Minimum of 3-5 years of desktop experience
• This is a hybrid position. You should expect to be in the office 2-3 times a week.

Salary range: $31/hr - $34/hr

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.