Senior End User Support Specialist

Cynet Systems • Baltimore, MD

2d

About The Position

The End User Support Specialist II provides technical support for hardware, software, and network-related issues while delivering excellent customer service. This role supports end users through troubleshooting, system maintenance, upgrades, training, and deployment of technology solutions, ensuring reliable and secure IT operations.

Requirements

• Strong customer service and communication skills.
• Ability to troubleshoot hardware, software, and connectivity issues efficiently.
• Ability to work independently and collaboratively with technical teams.
• Experience supporting end users in a professional IT environment.
• Two years of experience in computer and customer support, applications analysis, data security, or system testing.
• Hardware and software installation, maintenance, and troubleshooting.
• Network and connectivity support.
• Desktop and system support.
• Incident and request management.
• Preventative and corrective system maintenance.
• Technical documentation and report writing.
• Analytical and problem-solving skills.
• Ability to build effective working relationships with users, vendors, and technical teams.

Nice To Haves

• Previous IT experience in a government environment preferred.
• Advanced technical credentials or certifications are a plus, including ITIL Foundation, CompTIA A+, Microsoft Certified Desktop Support Technician, or HDI Desktop Support certifications.

Responsibilities

• Install, diagnose, repair, and maintain computer hardware, peripherals, and related equipment.
• Troubleshoot IT issues in person or through communication channels such as phone or email.
• Assist staff and stakeholders with IT incidents and service requests.
• Evaluate, test, and maintain network and system connectivity.
• Perform routine maintenance to ensure systems operate correctly.
• Implement system upgrades and resolve software-related issues.
• Maintain accurate computer inventory records.
• Ensure password management, data integrity, and file system security.
• Monitor system configurations and functionality.
• Provide high-quality customer service to users both in person and remotely.
• Organize and support training sessions for staff on new hardware and software.
• Assist with testing and deployment of new applications and systems in collaboration with internal teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree