IT Support Specialist - End User Services
About The Position
As the End User Services – Specialist, you will be accountable for the delivery of IT support, services, and customer experience, ONSITE at our Milwaukee site (6000 N Teutonia). In this role, you will guide customers through all support processes (including Global) when needed. Full responsibility for Incidents/Service Requests/Problems management, providing as 2nd and 3rd level onsite support Work as part of the local IT team supporting all onboarding, offboarding and relocation requests Provide support for any integration activities and work with global teams to resolve complicated and advanced IT related issues Support all services related to Lifecycle management, Asset and License Management, User Access management for end users software and hardware Provide a positive and supportive experience for the customer at all times. Seek support from colleagues in difficult situations Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available) Work with end users, to providing them training as, advice and guidance and training on IT systems and process H Handles all operations within a site(s). Organizes Onboarding/Offboarding processes Participates in any compliance-related topics (e.g. Encryption, Vulnerability, Windows patching and non-standard computers, etc) To perform periodic controls supporting the ""Periodic review audit process"" General Audits and governance support, like P&P updates and periodic review process Collaborate and partner with Infrastructure for “smart-hands” and required on premise support for all standard infrastructure in all sites like Storage, Servers and Networking teams, including working with global partners like Orange, TCS Translate and communicate Global projects and deployments to the customer Support on all processes relating to local Infrastructure, change mgmt., and collaborate with IT-Infrastructure for standardized processes Support Innovation activities such as process improvements, pilots, PoCs, etc Support procurement process
Requirements
- High school diploma or GED
- 3+ years IT experience in a customer-facing role, supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel)
- 1+ years experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.
Nice To Haves
- ITIL Certification a plus.
- Microsoft Certifications (MCP, MCSE, MCSA)
- Experience with Microsoft SCCM
- Communicate and collaborate effectively with other IT units (Business partners, Infrastructure and Applications)
- Effective Communication with end users during incident/problem solving and tickets follow ups
- Problem solving and result oriented
- Self motivated to provide excellent services
Responsibilities
- Delivery of IT support, services, and customer experience
- Guide customers through all support processes
- Incidents/Service Requests/Problems management
- Provide 2nd and 3rd level onsite support
- Support all onboarding, offboarding and relocation requests
- Support integration activities and work with global teams to resolve complicated and advanced IT related issues
- Support all services related to Lifecycle management, Asset and License Management, User Access management for end users software and hardware
- Provide a positive and supportive experience for the customer at all times
- Maintain a core level of knowledge regarding service offerings for all IT units
- Provide end users training, advice and guidance on IT systems and process
- Handles all operations within a site(s). Organizes Onboarding/Offboarding processes
- Participates in any compliance-related topics
- Perform periodic controls supporting the Periodic review audit process
- General Audits and governance support, like P&P updates and periodic review process
- Collaborate and partner with Infrastructure for “smart-hands” and required on premise support for all standard infrastructure in all sites
- Translate and communicate Global projects and deployments to the customer
- Support on all processes relating to local Infrastructure, change mgmt., and collaborate with IT-Infrastructure for standardized processes
- Support Innovation activities such as process improvements, pilots, PoCs, etc
- Support procurement process
Benefits
- health insurance
- paid time off (PTO)
- retirement contributions
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
