End User Support Specialist

About the role

Contribute to the success of the organization by serving as the first or escalated point of contact for customers seeking technical assistance. Assist with troubleshooting more advanced technical issues for a variety of systems, hardware, and software. Ensure issues are completely resolved and act as the first escalation point as needed for incidents and requests. Identify and suggest possible improvements on procedures. Write/update knowledge base articles as necessary to ensure processes are well-documented and other technicians or end-users have access to information to resolve issues.

Responsibilities

• Perform troubleshooting for more advanced technical issues for a variety of systems, hardware, and software
• Determine the optimal solutions for customers and ensure the issue is completely resolved
• Act as the first escalation point as needed for incidents and requests
• Identify and suggest possible improvements on procedures
• Write/update knowledge base articles as necessary to ensure processes are well documented and other technicians or end-users have access to information to resolve issues

Requirements

• 2+ years of experience in a similar role
• Proven track record as a Service Desk technician/IT Support Specialist
• Strong working knowledge of computer systems, mobile devices, hardware and software
• Good problem solving, analytical and team-working skills
• Excellent written and verbal skills, including being able to communicate effectively with both technical and non-technical audiences
• Ability to multitask across multiple incidents
• Ability to follow process and procedures accurately
• Customer service oriented with a problem-solving attitude

Qualifications

• High school diploma or equivalent
• Some college or technical training preferred

Skills

• Technical support skills
• Problem solving
• Teamwork
• Communication skills

Benefits

Comprehensive benefits (medical, vision, and dental insurance), employee discount program, 401K plan, PTO and “dream” days, life insurance, FSA/HSA plans, and more!

Pay

TBD

Schedule

TBD