IT End User Support Specialist

Job Description

Qualifications

Bachelor’s Degree in Information Services/Technology or equivalent degree.

2+ years of applicable information services experience.

2+ years supporting Microsoft Operating System, Office 365, and Collaboration software.

2+ years of experience developing desktop builds, patch management, and push technology (packaging)

2+ years of demonstrated performance as the primary administrator for End User support systems.

Virtual PC experience, such as Windows 365 and Azure Virtual PCs

Microsoft Device Management, Intune device, and Autopilot for endpoint devices

2+ years of ServiceNow experience – ITSM: incident management, request fulfillment, Knowledge, Problem.

A combination of A+ or Network+ and MCDST certification or equivalent experience is required.

Preferred (other) Qualifications

Thorough ability to make decisions on routine work and interpret and enforce established corporate guidelines, policies, and procedures.

Be an escalation point for junior End User Support staff.

Excellent organizational skills and knowledge in Excel and asset management.

Ability to manage time well in a dynamic environment and prioritize tasks appropriately.

Thorough and broad knowledge of endpoint operating systems platforms, including Windows, IOS, and Android.

Deep knowledge of application and desktop virtualization technologies.

Advanced knowledge of mobile device administration solutions like Intune/Azure/MDM Technologies.

Functional knowledge of dependent End User compute technologies, including Active Directory, networking, and cloud and on-premises services.

Excellent critical thinking and problem-solving skills. Ability to perform advanced troubleshooting and in-depth research and develop solutions to complex problems. Someone who will challenge themselves to find a resolution over passing the ticket to another team or peer.

Thorough interpersonal, oral, and written communication skills to provide quality customer service.

Multi-tasker and can excel in a fast-paced environment.

Excellent customer service skills and experience in white glove handling VIPs/Executives.

Valid driver’s license