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.
    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.