End User Support Specialist I

Role Overview

We are seeking an End User Support Specialist I to provide onsite desktop, hardware, software, peripheral, mobile-device, and general IT support.

The ideal candidate will have strong troubleshooting and customer-service skills and be comfortable supporting end users in a fast-paced environment. The role involves diagnosing and resolving technical issues, configuring computer systems, supporting help-desk requests, performing system maintenance, and ensuring a positive end-user experience.

Key Responsibilities

• Provide technical support for desktop computers, laptops, mobile devices, printers, peripherals, software, and network-related issues.

• Install, configure, maintain, and troubleshoot computer hardware, software, and peripherals using established procedures.

• Diagnose end-user technical issues and guide users through appropriate solutions.

• Work with third-party vendors to troubleshoot and resolve hardware or software issues.

• Provide assistance with Microsoft applications, email, printers, and other business applications.

• Perform routine computer maintenance and operating-system updates while minimizing user downtime.

• Support data backup and recovery activities when required.

• Maintain accurate records of help-desk incidents, service requests, resolutions, and outstanding issues.

• Respond to inbound support calls, voicemails, and chat requests.

• Provide basic user training on computer hardware, software, printers, email, and business applications.

• Maintain required service and quality-assurance standards.

• Assist other IT support teams with overflow activities as needed.

• Follow applicable privacy, security, and data-handling requirements when accessing sensitive information.

Education & Certification Requirements

• Associate degree or higher in Information Technology, Computer Science, or a related discipline.

• CompTIA A+ certification or equivalent foundational desktop-support knowledge.

• Microsoft desktop, operating-system, or productivity-suite certification experience preferred.

• Cisco networking certification or equivalent foundational knowledge of routing, switching, network security, and wireless technologies.

Required Skills

• Desktop and laptop troubleshooting

• Hardware and peripheral support

• Windows operating systems

• Software installation and configuration

• Microsoft Office / Microsoft 365 support

• Printer and peripheral troubleshooting

• Mobile-device support

• Basic networking concepts

• Help-desk / ticketing systems

• Remote and onsite end-user support

• Hardware and software maintenance

• User account and application troubleshooting

• Strong customer-service and communication skills

Additional Requirements

• Must be a U.S. Citizen.

• Must successfully complete the required fingerprint background investigation.

• Regular and reliable onsite attendance is required.

• Ability to work overtime when necessary to support projects or business requirements.

• Strong organizational skills and attention to detail.

• Ability to manage multiple support requests in a fast-paced environment.

• Strong troubleshooting, problem-solving, and critical-thinking skills.

• Flexible scheduling based on business requirements.

• Ability to work for extended periods using a computer, keyboard, mouse, and monitor.