End User Support Agent

The End User Support Agent at Allied Stone Inc. serves as a critical first point of contact for diagnosing and resolving technical issues related to computer hardware, printers, scanners, and telephone systems. This role involves providing technical support through various channels including in-person, phone, email, and remote assistance. The agent is responsible for managing the service request queue and ensuring that all IT requirements at the location are met. In addition, the agent acts as a point of escalation for complex issues, collaborating closely with cross-functional teams and external vendors to swiftly resolve problems and minimize downtime. In terms of system and network management, the End User Support Agent oversees the installation, configuration, and deployment of hardware devices and software applications. They monitor system performance for analytical purposes and maintain security measures within an enterprise environment. User management is another key responsibility, where the agent plays a vital role in onboarding and offboarding employees and contractors, ensuring that access to necessary systems such as the intranet, ERP, and Office 365 is properly managed. Documentation and process improvement are also essential functions of this role. The agent assists in creating and updating documentation such as Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, and other procedural documents. They continuously seek to identify and implement enhancements within the IT support framework to improve efficiency and service quality. Effective communication and collaboration are crucial, as the agent must take detailed notes in the internal ticketing system and maintain strong communication with teammates, management, and users requiring assistance. The role may also involve taking on additional projects, including support for software and newly deployed initiatives.