End User Support Technician
About The Position
The End User Support Technician supports and maintains end-user computer systems and related technology. This includes desktops and laptops; access and rights to business applications; Office 365 accounts; end-user AI technologies; multifactor authentication; remote desktop technology; hard and soft phones; application installations; Microsoft Teams, OneDrive, and shared folders; mobile devices; and peripheral devices such as printers and some lab devices. The technician maintains knowledge of hardware and software in use, analyzes and resolves user technical problems in a timely and accurate manner, and provides end-user assistance and training as needed. The position is full-time and based on campus at the company’s Cranston, Rhode Island headquarters. The regular schedule is Monday through Friday, 7:30 AM to 4:30 PM, including one hour of break time. Occasional evening or weekend work may be required. The role has no supervisory responsibilities.
Requirements
- High school diploma or technical equivalent.
- Ability to communicate technical concepts clearly.
- Basic knowledge of PC hardware, networking, and Microsoft products.
- Strong troubleshooting skills.
- Excellent time-management and organizational skills.
- Comfort working without direct supervision to troubleshoot and assist customers.
Nice To Haves
- Associate degree in an IT-related field.
- Customer-service experience.
- Microsoft 365 Certified: Fundamentals or higher.
Responsibilities
- Document, track, and monitor problems to facilitate timely resolution.
- Answer questions and provide information, advice, and instructions to clients.
- Monitor incident requests and process them first-in, first-out based on priority.
- Provide professional customer service by phone and communicate professionally by email.
- Apply diagnostic troubleshooting techniques to identify root causes and direct issues to appropriate escalation resources as needed.
- Maintain knowledge of current hardware and software to maximize network efficiency and users’ effective use of systems and resources.
- Analyze and resolve users’ technical problems in a timely and accurate manner.
- Provide end-user assistance and training where required.
- Perform other duties and projects as needed or assigned to support the team.
Benefits
- Personal and professional development opportunities
- Work/life balance is a priority
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
