IT End User Support Specialist
Job Details:
Job Description:
IT End User Support Engineer
We are seeking an experienced IT End User Support to provide advanced technical support and leadership within our IT operations team. This role is responsible for resolving complex technical issues, mentoring and developing team members, and ensuring the stability, security, and performance of end-user systems and infrastructure.
Key Responsibilities
Provide Tier 2/3 support for hardware, software, and network issues
Troubleshoot and fix escalated issues quickly to keep things running smoothly
Set up and maintain laptops, mobile devices, and peripherals
Support systems like Active Directory, email, and VPN access
Handle printer troubleshooting and fixes
Help users with conference room AV setups (Crestron, Logitech, etc.)
Jump in on IT projects like upgrades, migrations, and deployments
Troubleshoot login issues, Wi-Fi problems, and application errors
Document solutions and processes for the knowledge base/SOP
Work with other teams to improve overall IT support and user experience
Qualifications:
Required Qualifications
Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent experience)
3+ years of experience in IT support or help desk roles
Strong knowledge of Windows and/or macOS environments
Experience with Active Directory, Office 365, and endpoint management tools
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Proven ability to troubleshoot complex technical issues
Excellent communication and customer service skills
Preferred Qualifications
Industry certifications (e.g., CompTIA A+, or Microsoft certifications)
Experience with ticketing systems (Service-Now)
Familiarity with cloud platforms such as Azure, Microsoft Intune
Experience supporting remote or hybrid work environments
Key Competencies
Problem-solving and analytical thinking
Strong attention to detail
Ability to prioritize and manage multiple tasks
Customer-focused mindset
Work Environment
On-site
May require occasional after-hours support or on-call rotation