End User Support Specialist

Role Overview

We are seeking an End User Support Specialist I to provide onsite desktop, hardware, software, peripheral, mobile-device, and general IT support.

The ideal candidate will have strong troubleshooting and customer-service skills and be comfortable supporting end users in a fast-paced environment. The role involves diagnosing and resolving technical issues, configuring computer systems, supporting help-desk requests, performing system maintenance, and ensuring a positive end-user experience.

• Provide technical support for desktop computers, laptops, mobile devices, printers, peripherals, software, and network-related issues.
• Install, configure, maintain, and troubleshoot computer hardware, software, and peripherals using established procedures.
• Diagnose end-user technical issues and guide users through appropriate solutions.
• Work with third-party vendors to troubleshoot and resolve hardware or software issues.
• Provide assistance with Microsoft applications, email, printers, and other business applications.
• Perform routine computer maintenance and operating-system updates while minimizing user downtime.
• Support data backup and recovery activities when required.
• Maintain accurate records of help-desk incidents, service requests, resolutions, and outstanding issues.
• Respond to inbound support calls, voicemails, and chat requests.
• Provide basic user training on computer hardware, software, printers, email, and business applications.
• Maintain required service and quality-assurance standards.
• Assist other IT support teams with overflow activities as needed.
• Follow applicable privacy, security, and data-handling requirements when accessing sensitive information.

• Associate degree or higher in Information Technology, Computer Science, or a related discipline.
• CompTIA A+ certification or equivalent foundational desktop-support knowledge.
• Microsoft desktop, operating-system, or productivity-suite certification experience preferred.
• Cisco networking certification or equivalent foundational knowledge of routing, switching, network security, and wireless technologies.

• Desktop and laptop troubleshooting
• Hardware and peripheral support
• Windows operating systems
• Software installation and configuration
• Microsoft Office / Microsoft 365 support
• Printer and peripheral troubleshooting
• Mobile-device support
• Basic networking concepts
• Help-desk / ticketing systems
• Remote and onsite end-user support
• Hardware and software maintenance
• User account and application troubleshooting
• Strong customer-service and communication skills

• Must be a U.S. Citizen.
• Must successfully complete the required fingerprint background investigation.
• Regular and reliable onsite attendance is required.
• Ability to work overtime when necessary to support projects or business requirements.
• Strong organizational skills and attention to detail.
• Ability to manage multiple support requests in a fast-paced environment.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Flexible scheduling based on business requirements.
• Ability to work for extended periods using a computer, keyboard, mouse, and monitor.