The End-User Support Specialist will provide comprehensive technical support to end-users across the organization. This includes troubleshooting hardware and software issues, configuring and maintaining desktop systems, and ensuring the security and performance of the end-user computing environment.

Responsibilities:

• Provide Level 1 and Level 2 support for desktop systems, software applications, and peripherals.
• Diagnose and resolve hardware, software, and network issues for end-users.
• Respond to tickets and service requests within established SLAs.
• Install, configure, and maintain desktop hardware and software, including operating systems and applications.
• Deploy and manage devices using enterprise tools such as SCCM, Intune, or similar platforms.
• Image, configure, and deploy computers and other devices for new users or upgrades.
• Perform regular updates, patches, and upgrades on desktop systems.
• Ensure antivirus, endpoint protection, and system security are up-to-date and functioning effectively.
• Monitor desktop system performance and identify potential issues proactively.
• Maintain detailed documentation of configurations, changes, and support requests.
• Create user manuals and guides for common tasks and procedures.
• Provide training to end-users on system use and best practices.
• Assist with onboarding new employees by setting up and training them on their desktop systems.
• Work closely with the IT team to ensure alignment of desktop systems with broader IT infrastructure.
• Assist in the implementation of IT projects related to desktop infrastructure.
• Contribute to team efforts and departmental objectives through various tasks as required.
• Maintains equipment inventory and assists with periodic physical inventory of hardware.

Requirements:

• Must have certifications such as CompTIA A+, Microsoft Modern Desktop Administrator.
• Proficiency with Windows and Apple iOS operating systems.
• Knowledge of desktop imaging and deployment tools like SCCM, Intune, or similar.
• Experience with Active Directory and Group Policy.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Strong problem-solving and analytical skills.
• Ability to organize and prioritize workload and work with minimum direction.