Job Description

We are seeking a proactive Mid-Level End User Support Specialist with 5-8 years of experience to join our support team. In this role, you will be responsible for providing technical assistance and support to end users, ensuring a high level of customer satisfaction.

Key Responsibilities:

• Serve as the primary point of contact for end-user technical issues and inquiries via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues for end users across various devices.
• Document all support interactions and maintain accurate records of issues and resolutions in the ticketing system.
• Provide training and guidance to end users on software applications, tools, and best practices.
• Collaborate with IT teams to escalate complex issues and implement solutions.
• Assist in the setup and configuration of new devices and software for end users.
• Participate in the development and improvement of support processes and documentation.
• Stay updated on industry trends and emerging technologies to enhance support capabilities.

Qualifications:

• 5-8 years of experience in end user support or a related field.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications (Microsoft Office, Google Workspace).
• Experience with troubleshooting hardware issues and peripheral devices (printers, scanners, etc.).
• Familiarity with network concepts (TCP/IP, VPN, etc.) and basic networking troubleshooting.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Strong problem-solving and analytical skills, with the ability to work independently and as part of a team.

Preferred Qualifications:

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).

Knowledge of ITIL or other service management frameworks

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