End User Support Specialist III

The End User Support Specialist will be responsible for providing technical support to end-users and ensuring that their issues are resolved in a timely and efficient manner. They will also be responsible for documenting and tracking all support requests to ensure proper follow-up and resolution. 

Key Responsibilities: 

Provide first-level technical support to end-users via phone, email, and in-person support. 

Troubleshoot and resolve hardware, software, and networking issues. 

Document and track all support requests using a ticketing system. 

Install, configure, and maintain hardware and software for end-users. 

Provide end-user training and support for hardware and software applications. 

Collaborate with other IT teams to resolve complex issues. 

Stay up to date with emerging technologies and provide recommendations for upgrades and improvements. 

Requirements: 

Education: Associate’s degree in computer science, Information Technology, or a related field. Will consider candidates with High School diploma plus 2 years IT experience. 

Experience: Minimum of 1 years of experience in a help desk support role. Experience in providing maintenance and operation of computers and user support through installation of new hardware and software on user’s desktops. Experience with hardware and software troubleshooting and support. Experience in administration of shared resources including account creation, MDM device management, remote user support and other user support tasks

Technical Knowledge: Strong knowledge of Windows and Mac operating systems, as well as Microsoft Office Suite. Knowledge of network protocols, such as TCP/IP, DNS, and DHCP.  

Communication Skills: Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders. 

Problem Solving: Strong problem-solving skills, with the ability to identify and resolve issues related to the IT infrastructure. 

Attention to Detail: Excellent attention to detail, with the ability to accurately perform routine tasks and maintain documentation. 

Time Management: Strong time management skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment and meet deadlines. 

Certifications: Relevant certifications, such as CompTIA A+, Microsoft certifications are highly desirable. 

Adaptability: Strong adaptability, with the ability to quickly learn and apply new technologies as needed. 

Additional Preferred Skills: experience with Livelink, content management systems, and record management systems support