End User Support Specialist

Ryder • Grove City, OH

5d • Onsite

About The Position

The End User Support Analyst provides Level 2 support to end users by responding to requests and diagnosing issues to minimize business downtime. The role provides hands-on technical assistance with PCs, printers, mobile devices, applications, email, network issues, re-imaging, and data recovery. It also involves managing IT assets, documenting work in an incident/change/asset management system, coordinating hardware warranty repairs, supporting employee relocations and other projects, and following IT procedures and policies. The position is based onsite at one of the listed Columbus-area locations; training takes place at the Columbus V location in Pataskala, Ohio. The role may require 7x24 on-call support if needed.

Requirements

• High school diploma or GED.
• Three or more years of experience in IT support.
• Strong intermediate experience and knowledge troubleshooting Android and iOS smartphones and tablets.
• Strong intermediate experience and knowledge troubleshooting Office applications, including Outlook, Internet Explorer, Lync, and Adobe applications.
• Strong intermediate knowledge and experience troubleshooting network issues, TCP/IP, DNS, and DHCP.
• Strong intermediate experience and knowledge troubleshooting printers.
• Experience using a Help Desk ticketing queue.
• Strong oral and written communication skills.
• Excellent analytical and technical ability, with problem-solving and troubleshooting skills.
• Ability to build and maintain professional relationships across organizational levels.
• Ability to work independently and as part of a team in a fast-paced, multitasking environment with minimal supervision.
• Ability to work under pressure, meet schedules, interact with personnel at differing management levels, and produce high-quality work with minimal supervision.
• Flexibility and self-direction in a fast-paced environment.
• Strong organization, time-management, attention-to-detail, and follow-up skills.

Responsibilities

• Troubleshoot and support PCs, laptops, desktops, wireless devices, iOS and Android tablets and smartphones, BlackBerry devices, Air Cards, and handheld scanners.
• Image, configure, and install PCs, and perform end-user data recovery.
• Use the IT incident/change/asset management system to document, prioritize, and track requests.
• Install, maintain, and repair PC hardware, including printers, and software.
• Coordinate hardware warranty repairs with vendors as needed.
• Provide Level 2 IT support for PC hardware and software, printing, mobile devices, PC re-images, data recovery, email, and software installations.
• Provide hands-on IT technical support and adhere to IT procedural guidelines and policies.
• Decommission and dispose of IT equipment and maintain accurate asset management information.
• Support employee relocations and other projects as required.
• Provide 7x24 on-call support if needed.
• Perform other duties as assigned.

Benefits

• Medical, prescription, dental, and vision insurance options.
• Life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family leave, and parental leave.
• Tax-advantaged 401(k) retirement savings plan.
• The position may be eligible for an annual bonus, commission, and/or long-term incentive plan, depending on level and type.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED