End User Support Specialist I (Greensboro or Raleigh)

About the role

This is an in-office, non-exempt role (8 am–5 pm, Monday–Friday) with one optional work-from-home day in our Greensboro or Raleigh offices.

Responsibilities

• Diagnose, troubleshoot, and resolve basic and moderate technical problems for Windows desktop OS, installed applications, mobile endpoints, and voice services.
• Work assigned from a problem or incident management queue to final resolution; identify, solve, and prevent recurrence of issues.
• Review and investigate IT-related problems to determine root cause and the most appropriate solution.
• Provide end users with information, explanations, and status updates on open trouble tickets; escalate complex issues to End User Support Specialist IIs or other teams as needed.
• Update problem tickets with status and categorization changes; complete requests to install and set up new user physical and virtual desktops.
• Deliver packaged software installations and carry out corporate policies on approved hardware and software acquisition and use.
• Install or change phone setups, contact center groups, attendant console, web and voice conferencing with occasional peer assistance.
• Administer physical and virtual desktop environments, telephone systems, remote desktop access, mobile endpoints, anti-virus, client firewall, thin client management, collaboration tools, incident management, and application packaging.
• Contribute to team knowledge through knowledge base articles and knowledge transfer sessions; identify process improvement opportunities and represent the end-user perspective in policy discussions.
• Participate in IT service metrics gathering to ensure service level agreements are met.
• Stay current with new enterprise desktop technologies by attending seminars and training courses.

Knowledge & Skills

• Strong interpersonal, oral, and written communication skills for quality customer service.
• Ability to enforce established corporate guidelines, policies, and procedures.
• Excellent organizational and time-management skills in a fast-paced environment.
• Thorough knowledge of endpoint operating systems including Windows, iOS, and Android.
• Basic knowledge of Citrix Workspaces, Active Directory, Exchange/O365, Azure/Entra ID, networking, storage area networks, and servers.
• Excellent analytical and problem-solving skills; ability to perform moderate troubleshooting and in-depth research to develop solutions.

Education & Experience

• Typically acquired through a high school diploma plus technical trade school certification(s).
• 2+ years supporting Microsoft OS, Office, and collaboration software.
• 2+ years supporting desktop systems, mobile device management solutions, application virtualization, and virtual desktops.
• 2+ years demonstrated performance in a direct customer support role.
• A+ or Network+ and MCDST certification or equivalent experience desired.

Benefits

• Multiple medical plans plus dental, vision, and prescription drug coverage.
• Competitive 401(k) with generous matching.
• Paid Time Off beginning at 20 days per year.
• Up to 12 paid company holidays plus 2 paid Volunteer Time Off days.
• Basic life and AD&D insurance, short- and long-term disability.
• Paid Parental Leave up to 10 weeks.
• Student Loan Assistance and Tuition Reimbursement.
• Backup child and elder care.