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End User Specialist
hace 2 semanas
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- The End User Support Specialist handles escalated issues that cover a broad range of IT-related hardware, software, and services. Communication is extremely important for this role, as the Specialist has a greater responsibility to operate with other departments, onsite technicians and vendors._
- **Roles & Responsibilities**:_
- End-user client communication_
- Advanced Software and hardware troubleshooting knowledge, which allows this role to resolve escalations from the Analyst._
- Proper documentation of all changes and interactions with clients_
- Internal Department Communication_
- Communicates with vendors regarding departmental issues_
- Leads department projects as well as client onboarding/offboarding_
- Works directly with onsite technicians_
- Mentor and allow shadowing from new hires._
- **Qualification**:_
- Bachelor's Degree in IT or a related field, OR 2-4 years of experience in IT, or a related field._
- Proficiency in troubleshooting issues related to scanning, printing, Windows, and Office 365._
- Familiarity with communication tools such as Microsoft Teams and Outlook for seamless client interaction._
- Experience with Autotask Ticketing System and Datto RMM is preferred to streamline ticket management and resolution processes._
- Networking fundamentals such as using ping, traceroute, and network analyzers._
- Familiarity with Unifi, Omada, and Cisco Meraki dashboards is advantageous for comprehensive support._
- **Experience**:_
- Two to four years of proven experience in a technical support role within a helpdesk or service desk environment._
- Capable of mentoring and allowing shadowing for new hires._
- Comfortable handling escalations from Analyst-level support in a timely manner._
- Experience in leading department projects and handling client onboarding/offboarding processes._
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts clearly to non-technical users._
- Demonstrated ability to manage time effectively, maintain accurate records, and adhere to work schedules._
- Proven track record of working within SLA guidelines and escalating issues appropriately when necessary._
- Ability to adapt quickly to new tools and technologies to enhance support capabilities._
- Work Location: Remote_
- Work hours: 9 Am to 5 Pm EST, Mondays - Fridays_
_
Pay: $5,382.00 - $6,458.00 per hour
Expected hours: 40 per week
