End-User Support Technician

Job Description

Provides technical support for hardware, software, and systems to ensure a reliable end user experience. Responsibilities include troubleshooting issues, resolving service requests, and supporting device and application usage. As experience increases, duties expand to handling complex problems, leading support efforts, and contributing to process improvements and user enablement.

Job Responsibilities

• Solves more complex end-user issues, including software installations, peripheral configurations, and system performance troubleshooting.
• Assists in IT service management activities, ensuring timely resolution of incidents and requests.
• Develops and updates technical documentation, user guides, and knowledge base articles.
• Provides user training on IT systems, best practices, and self-service resources.
• Provides timely technical support to ensure end-user productivity.
• Installs, configures, and maintains desktops, peripherals, and software.
• Troubleshoots non-routine issues and restores functionality either remotely or on-site.
• Solves issues referred by help desk support.
• Assists in the development of training materials.
• Performs internal audits of documentation and communications.
• Maintains accuracy and accessibility of end-user content in CMS/SharePoint.
• Applies working knowledge of organizational practices and business fundamentals.
• Addresses moderately complex problems using experience, judgment, and established precedents while operating within broad guidelines and policies.

Qualifications

• Typically requires 2+ years of related work experience.

Benefits

• A competitive benefits package that includes, but is not limited to:
• Variety of health and wellness insurance options and programs.
• Paid time off.
• 401(k) with company match.
• Employee stock purchase program.
• Employee discounts.