End User Specialist

TEKsystems•Berwyn, IL

6d•$20 - $30•Hybrid

About The Position

KEY RESPONSIBILITIES: Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns; Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Proactive tasks: Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users; Manage assigned projects form initiation to completion, including follow-up analysis Create and deliver onboarding orientation sessions and follow up session to new IT users; Develop, update and improve EUC guides and training materials by documenting and publishing support processes Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools. Support tasks: Service Request and Incident Management Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine) Organize and prioritize all Incidents and Service Request tickets; Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; Escalate incidents to other support teams where necessary. Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, OneDrive (O365), Endpoint Encryption and Antivirus services (MS ATP) Assets management IT inventory tracking, asset tagging, imaging, configuration work all needed Install and configure new IT equipment; Research and recommend system equipment upgrades and manage equipment inventory; Maintain client computers patch compliance; Maintain up to date asset information in Manage Engine; Work with hardware and software vendors to resolve equipment failures/problems; Administer user accounts assigning security levels; Test new EUC IT technologies and software for compliance with IT standards; Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility; Work within the relevant legislation, policies and procedures. Design, produce, and analyze moderately complex reports.

Requirements

Approximately 3-5 years of experience providing customer service in a technological environment
Degree in the field of computer science, computer information systems, or computer engineering
Strong dedication to customer service and users support
Strong understanding and appreciation of operational process/procedure development and its application in a production environment
Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems)
ITIL Certification a plus, other professional/technical certifications as appropriate
Good communication, analytical, and presentation skills
Demonstrated experience with the following: O365 Support/Administration Creating/modifying Scripts (i.e. PowerShell) Microsoft Active Directory account management/administration SharePoint administration Mobile Support (iPhone and Android) Computer Administration and Imaging

Nice To Haves

Bilingual English-Spanish strongly preferred
MAC OS Troubleshooting – familiar with
MS Exchange Administration
O365 Global Administration
ShoreTel Phone Administration
ManageEngine ServiceDesk Plus and Desktop Central

Responsibilities

Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users
Manage assigned projects form initiation to completion, including follow-up analysis
Create and deliver onboarding orientation sessions and follow up session to new IT users
Develop, update and improve EUC guides and training materials by documenting and publishing support processes
Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools.
Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine)
Organize and prioritize all Incidents and Service Request tickets
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; Escalate incidents to other support teams where necessary.
Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, OneDrive (O365), Endpoint Encryption and Antivirus services (MS ATP)
IT inventory tracking, asset tagging, imaging, configuration work all needed
Install and configure new IT equipment
Research and recommend system equipment upgrades and manage equipment inventory
Maintain client computers patch compliance
Maintain up to date asset information in Manage Engine
Work with hardware and software vendors to resolve equipment failures/problems
Administer user accounts assigning security levels
Test new EUC IT technologies and software for compliance with IT standards
Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility
Work within the relevant legislation, policies and procedures.
Design, produce, and analyze moderately complex reports.