IT End User Support Technician

About This Role

This role provides internal end-user support for hardware, software, and networking solutions. You will work as part of a dynamic team to deliver world-class IT support services to our employees by means of proactive maintenance and reactive troubleshooting/problem solving. A sense of urgency, excellent time management, and strong communication skills will play a key role in your success.

What You'll Do

• Provide help desk (L1) and onsite desk side (L2) support to clients working onsite and remote.
• Work assigned incidents and requests in ServiceNow while also providing support independent of a ticketing system.
• Image, configure, and deploy HP and Lenovo laptops/desktops.
• Update hardware asset records for workstations that are deployed, change hands, or returned to stock using ServiceNow Asset Manager.
• HP printer maintenance and troubleshooting.
• Mobile device (iOS & Android) setup and troubleshooting.
• Conference room equipment support (e.g., Microsoft Teams Room, projectors, speakerphones).
• Windows 10/11 operating system troubleshooting and support (Mac OS knowledge is a plus, but not required).
• Client-side network troubleshooting in a broad range of environments (i.e., corporate LAN/WAN, home routers, mobile broadband/WWAN/hotspots).
• Run small-scale projects as directed.
• Participate in after-hours on-call rotation.

What You Bring

• 3-5+ years' experience providing technical support to end users in an enterprise environment.
• Ability to provide white glove (high-touch) client support in a fast-paced environment.
• Self-starter that thrives in a team environment and can work independently with limited supervision.
• Knowledge of hardware break/fix. HP and Lenovo preferred.
• Excellent IT troubleshooting skills.
• Working knowledge of the Microsoft Office Suite (e.g., Excel, Outlook, PowerPoint, and Word) and Microsoft 365 (formerly Office 365).
• Working knowledge of common enterprise tools including remote support software, VPN client software, Microsoft Tools (e.g., Active Directory, PowerShell, Computer Management).

Bonus Points

• Enthusiastic, self-starter that is open to learning all facets of the job and staying abreast of technology trends.
• Working knowledge of Microsoft 365 Enterprise applications (e.g., Power BI, Flow, PowerApps, Teams, SharePoint).
• Proven ability to provide individual and/or group training sessions on the use of technology to non-technical people.
• Technical certifications, Vocational school in technology, or courses toward/college degree in Computer Science, Information Systems, or related field.
• Cisco Call Manager experience is a plus.

Compensation & Benefits

• Up to $36.50 per hour
• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Disability insurance

This response is AI-generated, for reference only.