End User Support-Field Services

AccentCare • Exton, PA

84d • $25 - $28 • Onsite

About The Position

The End User Support Analyst will provide support to end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities. Provide Tier 1 & 2 support for executives and their admins, including troubleshooting hardware, software, network related issues, mobile devices, and collaboration tools while delivering white-glove service with a focus on discretion, responsiveness, and minimal disruption. Manage and maintain executive laptops, tablets, smartphones, and peripherals, ensuring optimal configuration of productivity tools such as Office 365, Teams, OneDrive, and secure remote access. Triage and resolve escalated issues from the Help Desk. Coordinate with Tier 3 teams and field services to ensure timely resolution of executive-impacting incidents. Partner with other IT teams to support infrastructure projects, deployments, and executive office upgrades. Provide feedback on recurring issues and recommend improvements.

Requirements

• Bachelor's degree in Information Technology preferred or 2 - 4 years of technical support experience.
• Certifications requested: IT Infrastructure Library (ITIL) v3 accreditation, MCSA, MCSE, A+, Network+.
• Solid understanding of Microsoft Office Applications, Office365, One-Drive, Microsoft Teams, Windows 10 OS, Windows 11 OS, Android OS, iOS.
• Knowledge of Active Directory, EntraID, Intune Auto-pilot, Networking (TCP/IP, WINS, DNS, DHCP).
• Firm working knowledge of systems support concepts and practices.
• Intermediate ability to troubleshoot or diagnose problems.
• Exceptional written and verbal communication skills.

Nice To Haves

• Some project/process management skills.
• Advance equipment operation skills.
• Ability to document technical solutions for review by technical teams and end users.

Responsibilities

• Provide support to end users in resolving hardware and software issues.
• Field telephone calls and email communication to diagnose problems.
• Perform troubleshooting activities for hardware, software, and network-related issues.
• Deliver Tier 1 & 2 support for executives and their admins.
• Manage and maintain executive laptops, tablets, smartphones, and peripherals.
• Ensure optimal configuration of productivity tools such as Office 365, Teams, and OneDrive.
• Triage and resolve escalated issues from the Help Desk.
• Coordinate with Tier 3 teams and field services for timely resolution of incidents.
• Partner with IT teams to support infrastructure projects and upgrades.
• Provide feedback on recurring issues and recommend improvements.

Benefits

• Medical, dental and vision coverage.
• Paid time off and paid holidays.
• Professional development opportunities.
• Company-matching 401(k).
• Flexible spending and health savings accounts.
• Wellness offerings such as an employee assistance program and pet insurance.
• Access to Calm, a meditation, sleep and relaxation app.
• Programs to celebrate achievements and milestones.
• Company store credit for AccentCare-branded scrubs for patient-facing employees.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: Bachelor's degree