EUS Support Specialist

About the Opportunity

The End User Support Specialist II provides advanced end-user support for assigned desktops, mobile devices, or other supporting systems. They diagnose, troubleshoot, and resolve complex technical problems. The incumbent operates under defined processes and procedures, assisting junior End User support staff and enforcing decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and procedures

 Responsibilities

• The primary role will be to focus on Asset inventory control and work on the IT Service Desk call rotation. This is subject to increase as needed for appropriate call/support coverage. Will also participate in an on-call rotation for after-hours support and assigned project opportunities, including assisting with knowledge base documentation.

• Responsible for moderate work assigned from a problem, request, or incident management queue to final resolution.

• Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile endpoints, and all voice services. Reviews and investigates technical problems to determine root causes and the most appropriate solution. Provides information and explanation for ending users on problem resolution and offers suggestions and advice to prevent similar issues.

• Keeps end-user updated on the status of open trouble tickets. Escalates more complex problems or issues outside of the area of responsibility to other support teams. Updates problem tickets, including call notes with status and categorization changes. Accountable for all tickets assigned to them.

• Provides desk-side support for assigned office and willingness to travel to a different office.

• Completes requests to install physical and virtual desktops. Carries out corporate policies regarding acquiring and using approved hardware and software.

• Completes requests to install phones, change phone setups, contact center groups, attendant console, web, and voice conferencing autonomously.

• Responsible for administration of all end-user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, anti-virus, client firewall, thin client administration, collaboration, and incident administration.

• Significant contributor to the education of the End User Support Team using knowledge base articles and knowledge transfer sessions.

    Candidate Profile

Requirements

• Education, Knowledge, and Experience

Academic Degree:

• Bachelor’s Degree in Information Services/Technology or equivalent degree

Professional experience on the job:

• 2+ years of applicable information services experience

Professional experience in the functional area:

• 2+ years supporting Microsoft Operating System, Office 365, and Collaboration software.
• 2+ years of experience developing desktop builds, patch management, and push technology (packaging)
• 2+ years of demonstrated performance as the primary administrator for End User support systems.

Areas of experience:

• Virtual PC experience, such as Windows 365 and Azure Virtual PCs
• Microsoft Device Management, Intune device, and Autopilot for endpoint devices
• 2+ years of ServiceNow experience – ITSM: incident management, request fulfillment, Knowledge, Problem

Certifications and Technical skills:

• A combination of A+ or Network+ and MCDST certification or equivalent experience is required.

Foreign Language:

• English