End User Support Specialist

ONSITE in Pelzer, SC

6 Month Contract with the potential to convert full time

KEY RESPONSIBILITIES:

• Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues
• Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
• Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.
• Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.
• Collaborate with End User Services Team to resolve end-user’s technology issues.
• Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User’s team.
• Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.
• Support PC replacement programs and emergency exchanges.
• Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
• Assist in the asset management of all end-user devices and manage the stock level of spare equipment. Additional Duties
• Develop/optimized, repair and return to user procedures on OS/hardware related issues.
• Keep IT manager inform about the state of the local infrastructure.
• Support the Platform Service team for local backup operation in line with corporate policies
• Any additional responsibilities assigned by his supervisor as required.
• Orders and/or manages repair parts as required.
• Assists with any necessary wiring for networks and phone services as required.

Must Haves:

• Bachelor’s Degree or equivalent experience.

• 2 years of MS Windows desktop operating system deployment and support experience.

• 2 years of SCCM/MECM and Intune experience.

• PC refresh experience.

• Solid Network Infrastructure Principles knowledge.

• Solid Security Principles Knowledge.

• Experience providing in-person and remote support.

Plusses:

• ITIL v3 certification.

• ISO/IEC 9001 and 27001 Knowledge.

• Apple Mac deployment and support experience.

• Windows 10 experience is an advantage.

• Mobile Device Management experience.

Compensation:

$20hr to $25/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.