We at Coforge have an urgent requirement for End User Support Specialist. This is an onsite role in Greensboro, NC.

Duties and Responsibilities:

1. Responsible for basic work assigned from a problem or incident management queue to final resolution.

2. Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.

3. Reviews and investigates all IT related problems to resolve cause and most appropriate solution. Provides information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary.

4. Keeps end user updated on status of open trouble tickets. Escalates more complex problems to End User Specialist IIs or issues outside of area of responsibility other support teams. Updates problem tickets including call notes with status and categorization changes

5. Participates in the IT Service Desk call rotation 90% of time.

6. Completes requests to install and set up new user physical and virtual desktops. Delivers packaged software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software.

7. Completes requests to install \ change phone setups, contact center groups, attendant console, web, and voice conferencing with occasional assistance from peers.

8. Identifies opportunities for process improvements to the IT service delivery and represents the end user’s perspective in policy improvement discussions.

Technical Requirements:

1. Thorough interpersonal and oral and written communication skills to provide quality customer service.

2. Ability to enforce established corporate guidelines, policies, and procedures.

3. Excellent organizational skills. Ability to develop time well in a dynamic environment and prioritize tasks frequently.

4. Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android.

5. Basic knowledge of dependent End User compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.

6. 1. Excellent analytical and problem-solving skills. Ability to perform moderate troubleshooting and in-depth research and develop solutions to basic problems.

Education & Experience:

Desired knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following: 1 years supporting Microsoft OS Office and remote desktop software; 1 years of experience supporting desktop systems, mobile device management solutions, application virtualization, and 1 years of demonstrated performance in a direct customer support role.

Desired Education & Experience:

A combination of A or Network , and MCDST certification or equivalent experience desired.

Application Requirements:

1. Proficiency in supporting and troubleshooting Microsoft 365 applications.

2. Account Management: Ability to assist users with password resets, account creation, and access control.

3. Basic knowledge of VDI software solutions such as VMware Horizon, Citrix Virtual Apps and AWS.

4. Web Browsers: Familiarity with popular web browsers (Chrome, Firefox, Edge) and addressing browser-related issues.

5. Ticketing Systems: Experience in using ticketing systems for tracking and managing support requests efficiently.

6. Basic Troubleshooting Tools: Proficiency in using built-in troubleshooting tools like Windows Event Viewer, Task Manager, and Resource Monitor.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Work Location: In person