End User Support Specialist

Ryder Supply Chain Solutions•Port Deposit, MD

2d•$67,000 - $72,000•Onsite

About The Position

The End User Support Specialist provides Level 2 support by responding to end-user requests and diagnosing issues to minimize business downtime. The role supports warehouse production onsite, working with a large number of desktops, laptops, printers, and RF guns, and provides hands-on IT support to floor associates. The schedule is Tuesday through Saturday, 4:00 p.m. to 12:30 a.m. The position also requires the ability to provide 24/7 on-call support if needed. The role troubleshoots and supports computers, mobile and wireless devices, printers, software, email, and handheld scanners. It includes imaging, configuring, installing, maintaining, and repairing PCs; recovering end-user data; documenting and tracking requests through IT management systems; coordinating warranty repairs; managing IT equipment decommissioning and asset information; and supporting employee relocations and other projects. The position works under routine supervision and requires adherence to IT procedures and policies.

Requirements

High school diploma or GED.
At least three years of IT support experience.
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.
Strong analytical and technical ability, including 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 and time-management skills.
Attention to detail and excellent follow-up practices.
Ability to provide 24/7 on-call support if needed.

Nice To Haves

AI skills preferred.
Bilingual ability is a plus.

Responsibilities

Troubleshoot and support PCs, wireless devices, smartphones, tablets, Air Cards, and handheld scanners for end users at all levels.
Image, configure, and install PCs and perform end-user data recovery.
Use IT incident, change, and asset management systems 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 support for PC hardware and software, printing, mobile devices, PC re-imaging, data recovery, email, and software installations.
Provide hands-on IT technical support.
Follow 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 24/7 on-call support if needed.
Perform other duties as assigned.