End User Support Specialist

The End User Support Specialist is responsible for assisting associates with technology-related requests and maintaining accurate service records. Support areas include desktop systems, software applications, mobile devices, and network connectivity. This role also oversees inventory management for hardware, software, and company assets while assisting in the research, maintenance, and administration of network infrastructure, including workstations, servers, and related devices.

Duties and Responsibilities

• Technical Support: Provide timely assistance for hardware, software, and connectivity issues via the helpdesk system.
• Equipment Setup & Maintenance: Configure and install workstations, software, and mobile devices; maintain accurate inventory records.
• User Training & Documentation: Assist in developing training materials and guiding end users on IT best practices.
• System Administration: Manage Active Directory accounts, Group Policy settings, and security permissions.
• Backup & Recovery: Support system backups and execute data/system recovery processes.
• Network & Security: Support networking infrastructure, including switches, firewalls, and routers; recommend security improvements.
• Remote & Mobile Support: Troubleshoot user issues via mobile device management platforms.

Qualifications

• Experience: 2–4 years in helpdesk, desktop support, or end-user support.
• Technical Skills: Familiarity with Microsoft Windows, Office Suite, and networking concepts (DHCP, DNS, TCP/IP).
• Preferred Certifications: A+, Network+, Security+, MCSA, CCNA
• Software & Systems: Experience with Active Directory, Group Policy, ticketing systems, and remote management tools.
• Security & Administration: Basic knowledge of IT security best practices, antivirus/malware solutions, and email administration.
• Communication & Service: Strong customer service, written and verbal communication skills; ability to present information clearly.
• Independence & Initiative: Self-starter who can manage tasks effectively with minimal supervision.

Work Schedule & Availability Requirements

• Standard shifts are 7:00 a.m.–3:00 p.m. OR 12:00 p.m.–8:00 p.m., Monday–Friday. Assignment to a specific shift is based on departmental need and may change with notice.
• Weekend and after-hours on-call rotation is required; on-call staff must be reachable by phone and able to respond for remote assistance within one (1) hour when necessary.

Physical Requirements:

• Lift, carry, and install IT equipment up to 50 lbs. occasionally (desktop towers, monitors, UPS units, printers).
• Position oneself to run cabling under desks, in drop-ceilings, or behind furniture; work in confined or low-clearance areas.
• Use a 6-ft stepladder to mount Wi-Fi access points or run cable overhead; maintain balance while handling tools/hardware.
• Stand, kneel, or crouch for extended periods while imaging or deploying multiple devices.
• Work in variable-temperature environments (server/network closets, un-cooled wiring rooms).
• Fine motor skills to manipulate small components (RAM, jumpers, mobile-device screws).
• Must have vision sufficient to read serial numbers, cable color codes, and on-screen error messages at close range (with corrective lenses if needed).

Equal Opportunity Employer
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