End-User Support

The End-User Support Specialist will provide comprehensive technical support to end-users across the organization. This includes troubleshooting hardware and software issues, configuring and maintaining desktop systems, and ensuring the security and performance of the end-user computing environment.

Responsibilities:

Provide Level 1 and Level 2 support for desktop systems, software applications, and peripherals.

Diagnose and resolve hardware, software, and network issues for end-users.

Respond to tickets and service requests within established SLAs.

Install, configure, and maintain desktop hardware and software, including operating systems and applications.

Deploy and manage devices using enterprise tools such as SCCM, Intune, or similar platforms.

Image, configure, and deploy computers and other devices for new users or upgrades.

Perform regular updates, patches, and upgrades on desktop systems.

Ensure antivirus, endpoint protection, and system security are up-to-date and functioning effectively.

Monitor desktop system performance and identify potential issues proactively.

Maintain detailed documentation of configurations, changes, and support requests.

Create user manuals and guides for common tasks and procedures.

Provide training to end-users on system use and best practices.

Assist with onboarding new employees by setting up and training them on their desktop systems.

Work closely with the IT team to ensure alignment of desktop systems with broader IT infrastructure.

Assist in the implementation of IT projects related to desktop infrastructure.

Contribute to team efforts and departmental objectives through various tasks as required.

Maintains equipment inventory and assists with periodic physical inventory of hardware.

Requirements:

Must have certifications such as CompTIA A+, Microsoft Modern Desktop Administrator.

Proficiency with Windows and Apple iOS operating systems.

Knowledge of desktop imaging and deployment tools like SCCM, Intune, or similar.

Experience with Active Directory and Group Policy.

Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).

Strong problem-solving and analytical skills.

Ability to organize and prioritize workload and work with minimum direction.