IT End User Support

The IT End User Support is responsible for providing technical assistance and support to all company end-users, ensuring smooth and productive computing experience. This role encompasses the full lifecycle of end-user support, from onboarding equipment provisioning to resolving connectivity issues (in-office and remote), troubleshooting PC problems, assisting with application access, and managing software updates.

The difference you will make

• Provision, configure, and deploy end-user equipment (laptops, desktops, monitors, and peripherals) for new hires during onboarding.
• Deliver on-site and remote technical support for hardware, software, and connectivity issues.
• Diagnose and resolve network connectivity problems, including VPN and internet access, for office-based and remote users.
• Support user access to internal systems and applications, resolving permissions and access-related issues.
• Install, configure, update, and maintain end-user software, operating systems, and collaboration tools.
• Log, track, and document incidents and service requests in the IT service management system, ensuring timely resolution.
• Escalate complex or unresolved issues to senior IT staff or specialized teams as needed.
• Provide end-user guidance and basic training on company hardware, software, and standard IT practices, and coordinate with IT vendors when required.

Requirements

What you will bring to the role

• Education: Associate's degree or equivalent certification in Information Technology, Computer Science, or a related field. Bachelor's degree preferred.
• Experience: 3+ years of experience in an IT end-user support role or help desk environment. Experience supporting users in a corporate setting is a plus.
• Technical Skills:
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with PC hardware and peripherals.
• Basic understanding of networking principles and troubleshooting (TCP/IP, DNS, VPN).
• Experience with software installation, configuration, and troubleshooting.
• Familiarity with common productivity and collaboration tools (e.g., Microsoft Office 365, Google Workspace).
• Basic understanding of user account management.
• Soft Skills:
• Strong ownership and accountability for assigned work.
• Excellent communication, interpersonal, and conflict resolution skills.
• Effective time management and task prioritization.
• Analytical thinking and problem-solving skills.
• Ability to work independently and collaborate with teams within and across functions.
• Ability to actively listen to customers and accurately understand their needs, expectations, and challenges.
• Adaptability and learning agility in a fast-paced environment.
• Strong attention to detail and a commitment to quality.
• Receptiveness to feedback and continuous improvement mindset.