Overview

The End User Support Specialist will serve as the IT Department frontline support for all systems by responding to Help Desk requests and providing timely solutions. Provide on-site and remote troubleshooting and technical support which includes network connectivity, PC hardware, software, peripheral configuration, and applications for all areas of the company including Corporate Offices, Support Operations, and Retail Stores.

Responsibilities

• Serve as IT Department frontline support for all systems by responding to Help Desk requests and providing timely solutions. Possess familiarity with the company environment and demonstrates ability to troubleshoot and resolve requests concerning hardware and software utilizing remote management tools with minimal supervision.
• Provide on-site and remote troubleshooting and technical support which includes network connectivity, PC hardware, software, peripheral configuration, and applications for all areas of the company including Corporate Offices, Support Operations, and Retail Stores. Install, configure, and maintain all client hardware and software in the field. Interface and coordinate with IT personnel, Internal Customers, and vendors to facilitate problem solving.
• Serve as technical representative on IT projects or specific IT areas. For example, PC requisitions, equipment inventory, new product rollout, equipment repair process.
• Perform additional duties as assigned by Manager.

Qualifications

End User Support I:

REQUIRED:

• Bachelor’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Excellent communication and interpersonal skills required.
• Entry level position requires interest and ability to work in IT industry.
• Strong analytical skills, self-motivation and customer focus necessary.

PREFERRED:

• TCP/IP & DNS experience preferred.
• Experience troubleshooting & resolving help desk requests preferred.
• Experience troubleshooting network connectivity and cabling issues preferred.
• Experience installing, configuring, and maintaining client hardware and software preferred.

End User Support II:

REQUIRED/EXPECTED:

• Bachelor’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Excellent communication and interpersonal skills required.
• Background must demonstrate the ability to take ownership in troubleshooting and solving Client System related issues.
• Must demonstrate the ability to operate effectively within a complex, dynamic environment. 
• Demonstrate the ability to perform testing, implementation, and documentation for projects.
• Strong analytical skills, self-motivation and customer focus.
• TCP/IP & DNS experience expected.
• Experience troubleshooting & resolving help desk requests expected.
• Experience troubleshooting network connectivity and cabling issues expected.
• Experience installing, configuring, and maintaining client hardware and software expected.

PREFERRED:

• Knowledge of multiple environments preferred. 
• IT related certifications preferred. 
• Experience troubleshooting & resolving help desk requests expected.
• Experience troubleshooting network connectivity and cabling issues expected.
• Experience installing, configuring, and maintaining client hardware and software expected.

End User Support III:

REQUIRED/EXPECTED:

• Bachelor’s degree or equivalent work experience installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Installing, supporting, and troubleshooting hardware peripherals and providing desktop support required.
• Capable of working stand alone. Proven experience working effectively within a complex, dynamic environment. Background must demonstrate the ability to operate effectively within a complex, dynamic environment.
• Proven to work on moderate to complex projects and tasks under the general guidance of senior team members. Proven ability to perform testing, implementation, and documentation for projects. Proven ability to work with vendors for production support and development projects
• TCP/IP & DNS experience required.
• Knowledge of multiple environments required.
• Excellent communication and interpersonal skills required.
• Prior experience as a technical lead required.
• Extensive experience troubleshooting & resolving help desk requests required.
• Extensive experience troubleshooting network connectivity and cabling issues required.
• Extensive experience installing, configuring, and maintaining client hardware and software required.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen. Must be able to lift 50lbs., bend, stoop, and crawl, have finger/wrist/arm mobility, and finger dexterity. Must be able to work a flexible schedule shared by other department members. Occasional overnight travel required. Valid driver license required.

Note: This is a brief description of all levels of End User Support Specialists responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.