Job Summary:
End User Support Specialist provides technical assistance to computer users. This role involves providing support, assistance, and technical services to help maintain and manage the organization's IT infrastructure, applications and systems. Support may be done in person, from a remote location, via telephone, email, or via other electronic medium. May also aid in the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Key Responsibilities:
- Provide technical support and troubleshooting assistance for hardware, software, and IT systems
- Respond to user inquiries and resolve issues related to computer systems, software applications, and hardware devices
- Assist in the installation, configuration, and maintenance of IT equipment, including workstations, printers, and peripherals
- Offer support for common office applications, including word processing, email, and operating systems
- Manage and resolve support tickets in a timely manner, ensuring accurate documentation of issues and solutions
- Troubleshoot and resolve issues related to network connectivity, operating systems, and applications
- Assist users with onboarding and training related to new software, systems, and IT tools
- Maintain inventory of IT equipment and ensure proper documentation of assets and configurations
- Collaborate with other IT staff to resolve complex issues and ensure smooth operation of internal systems and infrastructure
- Provide remote support when necessary and assist with remote work setups
- Ensure a high level of user satisfaction by offering efficient, friendly, and professional assistance
Qualifications:
- Proven experience in an IT support or helpdesk role
- Strong knowledge of operating systems (Windows, macOS, Linux) and popular office software applications (Microsoft Office, Google Workspace)
- Experience with hardware setup and troubleshooting, including desktops, laptops, printers, and peripherals
- Basic knowledge of networking principles and support for VPN, Wi-Fi, and internet connectivity issues
- Excellent communication skills with the ability to explain technical issues to non-technical users
- Strong problem-solving skills and a customer-focused attitude
- Ability to manage multiple tasks and support requests in a fast-paced environment
- Familiarity with remote support tools and software
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