IT End User Specialist

Role Summary

The IT End User Specialist 2 provides expert support to end users, ensuring the effective operation of personal computers, networks, hardware, software, and peripherals. This role addresses complex issues escalated from Tier 1 support, installing and configuring updates, troubleshooting network connectivity, and ensuring all systems are compliant with organizational policies. The IT End User Specialist 2 collaborates with other IT teams, document processes, and may deliver training to users for enhanced productivity and security compliance.

Key Responsibilities

• Receive and resolve escalated referrals from Tier 1/help desk support, identifying and correcting more complex issues with hardware, software, and network configurations.
• Collaborate with other IT specialists to diagnose persistent or advanced issues, ensuring a high standard of service and user satisfaction.
• Perform installations and configurations for software, hardware updates, and security patches to keep systems up-to-date and functional.
• Set up and deploy new user workstations and accounts, maintaining records of configurations and updates for future reference.
• Assess and resolve issues related to network connectivity and communication systems to ensure uninterrupted and reliable network access.
• Develop and maintain comprehensive documentation for systems, workstations, and troubleshooting processes to support efficient problem resolution and system continuity.
• Provide training sessions or documentation for end users on new systems, features, and best practices to improve system utilization and user independence.
• Ensure all workstations and systems comply with security and organizational standards, conducting periodic checks and audits to maintain compliance.
• Support compliance initiatives by implementing security protocols and conducting user awareness training on secure practices.
• Setup and maintain conference room and collaboration systems.
• Assist in tracking IT assets, including managing and documenting the lifecycle of hardware and software within the organization.
• Complete required documentation thoroughly and accurately, maintaining clear records of work and support provided.
• Adhere to 5S standards by ensuring a clean, organized, and efficient workspace.
• Safety & Compliance: Follow all Safety, Environmental, and Quality policies and procedures, contributing to a safe work environment.
• Perform other related duties as assigned to support the IT department's mission and goals
  
  

Skills/Competencies

• Proficient in IT troubleshooting, software/hardware configuration, and network support, with an ability to address complex issues independently.
• Advanced verbal and written communication skills to interact effectively with users, document processes clearly, and support collaborative problem-solving.
• Strong planning and organizational skills, with an ability to manage small projects, coordinate installations, and meet deadlines efficiently.
• Meticulous in documenting processes, managing assets, and ensuring compliance with IT and organizational policies.
  
  

Qualifications (Required)

• Education: Bachelor's
• Experience: 2 to 4 years of experience in IT support or related areas, with a focus on troubleshooting and user support.
  
  

Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and is for compliance with certain record-keeping requirements. MacLean-Fogg is dedicated to fostering an inclusive and diverse workplace. We actively promote equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. Discover more about your Equal Employment Opportunity rights as an applicant. If you require a reasonable accommodation to participate in our hiring process, please contact careers@macleanfogg.com.

Founded in 1955, OMCO is America’s premier factory-direct manufacturer of solar trackers and fixed tilt solutions and the largest custom roll former in the United States with a nationwide footprint consisting of five manufacturing facilities that represents over 700,000 square feet of manufacturing space, a fleet of more than 50 active roll forming mills, and many other manufacturing operations.

We manufacture highly engineered shapes for many applications across a wide range of industries including components for truck bodies, trailers, material handling systems, data centers, solar panel frames, fixed tilt mounting systems, and single-axis tracker solutions, as well as many more products. The OMCO brand consists of three divisions: OMCO Roll Forming Plus, OMCO Solar, and OMCO Fabrication.