End User Support Specialist

We are looking for talented people that take pride in providing quality support and technology solutions to our customers (employees). The End-User Support Specialist’s responsibilities include providing end users assistance with technical issues over the phone, chat, or in person. This includes maintenance, administration and resolving issues related to the technology our customers use. Additionally, you may also include tasks such as required maintenance, backing up files and performing installations on a routine basis. This role is hybrid in our Fort Lauderdale, Florida office.
We are passionate about helping our customers (Employees) be efficient and improve their operations with technology. If you’d like to come join us, here are some items you’ll need in your toolbox:

• A forward-looking attitude that keeps you aware of the latest in Microsoft O365, Azure AD, Networking, laptop, and Security technologies.
• A penchant for digging deep and attacking difficult and complex problems.
• A curious nature that compels you to find creative approaches to problems where a solution seems elusive.
• A sense of ownership that drives quality in everything you do.
• A deep respect for our customers and their security requirements to keep their data safe.

Duties/Responsibilities:

• Analyze and maintain all computer applications and peripherals on assigned customer systems; including testing, deploying and modifying end-user systems 

• Networking knowledge (offsite, or home setups) 

• Must have strong IT troubleshooting and problem-solving skills 

• Ability to manage multiple processes, priorities, and demands to successfully meet Service Level Agreements 

• Effectively enters and tracks support calls in the Help Desk trouble ticketing system 

• Monitors the ticket queue(s) for incoming tickets and assigns and prioritizes tickets as required 

• To assist in critical support issues where your experience is required to ascertain the issue quickly and to find the appropriate resolution

• Document processes and ensure team follows established protocols 

• Take broad, conceptual ideas and turn them into functional architecture and applications to solve customers use cases.

• Serve as an advocate of good security practices 

Qualifications:

• Drives Change – Champion changes
• Makes Plan – Establishes plans
• People Skills – Structure & staff

Required Skills/Abilities:

• Ability to communicate effectively with both technical and non-technical individuals 

• Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence 

• Proactive and highly organized, with strong time management and planning skills 

• Able to meet tight deadlines and remain calm under pressure 

Education and Experience:

• Degree in a related discipline OR 2 years prior relevant experience
• 2-3 years of experience in Desktop support or Help Desk support role