End User Support Spec I

Job Description

The End User Support Specialist role within IT Operations is a front line, first contact position for all employees at Ranpak. This is primarily a Tier 1 – 2 Help Desk role, with the additional responsibilities of back-office tasks, deployments, system configuration, projects and user training.

Essential Duties and Responsibilities:

Ensure that all calls entered into the Helpdesk system are completed correctly.

Ensure that all tickets entered into the Heldpesk system are routed correctly and escalated appropriately when necessary.

Ensure that department policy is followed when contacting a user or handling a support call.

Maintain the PC equipment inventory in the Helpdesk system and audit occasionally for accuracy.

Maintain the Windows software inventory in the Helpdesk system and audit occasionally for accuracy.

Maintain laptop images and ensure they are current for all models of laptops.

Daily operations tasks in the data room.

Cleaning of the server room.

Deploying hardware, software and documentation to end users after receiving proper approvals.

Assist in writing technical and administrative documentation.

Maintain and track support documentation and contracts for PC equipment.

Weekly status reports.

Schedule and verify remote support activity after receiving proper approvals.

Maintain orderly work areas in all department locations.

Responding to and resolving All Tier 1 and 2 calls with appropriate approvals.

Backup of EUSSII when required

Other IT Operations tasks as assigned.

Education and Experience:

Associates’ degree in computer discipline or at least two-years’ experience working in a global computer support role handling Tier 1-2 tasks.

Experience working with ServiceNow in a support role

Strong familiarity with Microsoft Windows, Android, and iOS

Experience with MacOS is a plus

Skills and Competencies:

Establishes and maintains effective relationships.

Possesses strong written and verbal communication skills.

Highly organized, focused, process-oriented, analytical, and possesses great attention to detail

Strong analytical, communication & interpersonal skills, verbal & written

Proven ability to build consensus and work effectively within a cross-departmental team

Demonstrated excellent verbal and written communication skills, with the ability to transition smoothly between technical and business vernacular, tailoring communications to the audience.

Strong familiarity with Windows operating systems and Azure Hybrid Cloud.

Knowledge and troubleshooting of client-side hardware, printers/copiers, IOS and Android equipment. Familiarity with WAN/VPN/LAN network operations a plus.

Experience with ServiceNow

Experience with remote support software such as TeamViewer.

A strong desire to learn and improve as an IT Professional.

Full-time