End User Support Engineer
End User Support Engineer
Posted on :
04-12-2024
Employer Active
1 Vacancy
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Job Description
Job Title: End User Support Engineer (US Citizen Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications:
Key Responsibilities:- Provide timely and efficient support for enduser hardware and software issues via phone email chat or in person.
- Diagnose troubleshoot and resolve technical problems with operating systems network connectivity printers applications and other hardware.
- Assist users with both software and hardware installations configurations and updates.
- Perform remote troubleshooting using remote desktop tools.
- Monitor and maintain enduser devices to ensure they remain secure and updated.
- Perform software patches security updates and system configurations.
- Assist in the setup and configuration of network devices including WiFi VPN and networked printers.
- Manage user accounts permissions and access rights in accordance with organizational policies.
- Assist with Active Directory (AD) user management including account creation password resets and access control.
- Document user issues resolutions and recurring problems to build a knowledge base.
- Create and maintain user manuals and technical documentation for common issues and procedures.
- Report on support trends issue resolution status and request tracking.
- Provide training to endusers on basic IT processes including software usage security best practices and device management.
- Offer guidance on how to effectively use the organizations software and hardware tools.
- Escalate complex or unresolved issues to higherlevel support teams such as system administrators or network engineers.
- Collaborate with IT teams to troubleshoot and resolve issues related to servers applications or network infrastructure.
- Deliver excellent customer service by maintaining a friendly patient and professional approach when interacting with users.
- Ensure that service levels are met within agreedupon response and resolution times.
- Assist with the preparation and setup of new hardware (laptops desktops phones etc.) for endusers.
- Perform inventory management and tracking of IT equipment and assets.
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent work experience)
- Proven experience in enduser support or IT help desk roles (typically 13 years).
- Experience with Microsoft Windows macOS and mobile operating systems (Android/iOS).
- Experience with common software applications (e.g. Office Suite Email VPN etc.).
- Knowledge of computer hardware and software systems including troubleshooting techniques.
- Experience with Active Directory (AD) DNS DHCP and TCP/IP networking.
- Experience with IT ticketing systems (e.g. ServiceNow JIRA Freshservice).
- Experience with remote support tools (e.g. TeamViewer AnyDesk)..
- ITIL Certification or equivalent IT service management training.
- Microsoft Certified Professional (MCP) or CompTIA A certification.
- Experience with cloud platforms such as Office 365 or Google Workspace.
- Knowledge of endpoint security solutions (e.g. antivirus encryption).
- Experience with ticketing and asset management systems.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
Key Skills
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