IT End User Specialist

Role Summary

The IT End User Specialist 2 provides expert support to end users, ensuring the effective operation of personal computers, networks, hardware, software, and peripherals. This role addresses complex issues escalated from Tier 1 support, installing and configuring updates, troubleshooting network connectivity, and ensuring all systems are compliant with organizational policies. The IT End User Specialist 2 collaborates with other IT teams, document processes, and may deliver training to users for enhanced productivity and security compliance.

Key Responsibilities

• Receive and resolve escalated referrals from Tier 1/help desk support, identifying and correcting more complex issues with hardware, software, and network configurations

• Collaborate with other IT specialists to diagnose persistent or advanced issues, ensuring a high standard of service and user satisfaction

• Perform installations and configurations for software, hardware updates, and security patches to keep systems up-to-date and functional

• Set up and deploy new user workstations and accounts, maintaining records of configurations and updates for future reference

• Assess and resolve issues related to network connectivity and communication systems to ensure uninterrupted and reliable network access

• Develop and maintain comprehensive documentation for systems, workstations, and troubleshooting processes to support efficient problem resolution and system continuity

• Provide training sessions or documentation for end users on new systems, features, and best practices to improve system utilization and user independence

• Ensure all workstations and systems comply with security and organizational standards, conducting periodic checks and audits to maintain compliance

• Support compliance initiatives by implementing security protocols and conducting user awareness training on secure practices

• Setup and maintain conference room and collaboration systems

• Assist in tracking IT assets, including managing and documenting the lifecycle of hardware and software within the organization

• Complete required documentation thoroughly and accurately, maintaining clear records of work and support provided

• Adhere to 5S standards by ensuring a clean, organized, and efficient workspace

• Safety & Compliance:

  • Follow all Safety, Environmental, and Quality policies and procedures, contributing to a safe work environment

  • Perform other related duties as assigned to support the IT department's mission and goals

Qualifications Required

• Education: Bachelor's

• Experience: 2 to 4 years of experience in IT support or related areas, with a focus on troubleshooting and user support

Competencies/Skills

• Proficient in IT troubleshooting, software/hardware configuration, and network support, with an ability to address complex issues independently

• Advanced verbal and written communication skills to interact effectively with users, document processes clearly, and support collaborative problem-solving

• Strong planning and organizational skills, with an ability to manage small projects, coordinate installations, and meet deadlines efficiently

• Meticulous in documenting processes, managing assets, and ensuring compliance with IT and organizational policies.