We are looking for an experienced End User Support Analyst to join our IT support team. As an End User Support Analyst, you will be responsible for providing technical assistance and support to end-users within our organization. Your role is critical in ensuring that our employees have the technology tools and resources they need to perform their jobs effectively. If you have a strong technical background, excellent problem-solving skills, and a passion for helping others, we encourage you to apply for this position.
Key Responsibilities:
- Provide technical support and troubleshooting assistance to end-users via phone, email, chat, or in-person interactions.
- Resolve hardware and software issues promptly and effectively, ensuring minimal downtime for users.
- Install, configure, and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals.
- Set up and manage user accounts, permissions, and access to network resources and applications.
- Assist in the deployment and maintenance of software applications and updates.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Document support requests, solutions, and procedures for knowledge sharing and future reference.
- Conduct regular hardware and software inventory checks and asset management.
- Educate end-users on technology best practices and provide training when necessary.
- Stay updated on emerging technologies and industry trends to recommend improvements and optimizations.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 5 to 8 years of experience in end-user support and IT troubleshooting.
- Proficiency in Microsoft Windows and Office Suite troubleshooting and support.
- Familiarity with macOS and Linux operating systems is a plus.
- Knowledge of hardware components and peripherals.
- Experience with remote support tools and ticketing systems.
- Strong problem-solving and communication skills.
- Customer-oriented mindset with a focus on delivering exceptional service.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL are advantageous.