End User Support Engineer

2 weeks ago

city of white plains NY United States Ariel Partners Full time

We are looking for End User Support Engineer with responsibilities for providing technical assistance and support to end-users within an organization. They act as the first point of contact for troubleshooting and resolving hardware, software, network, and other technical issues. End User Support Engineers are essential in ensuring that users can work efficiently by minimizing downtime and addressing technical issues promptly. They also play a key role in onboarding new users, setting up equipment, and ensuring compliance with IT policies.


Core Responsibilities
  1. Technical Support and Troubleshooting
    • Provide front-line technical support to end-users for issues related to hardware, software, and network connectivity.
    • Diagnose and resolve issues with computers, mobile devices, printers, and other peripherals.
    • Troubleshoot software applications, operating systems, and network connections to ensure users can work effectively.
  2. User Onboarding and Equipment Setup
    • Set up and configure new computers, mobile devices, and user accounts for new employees.
    • Install and configure software applications, printers, and other necessary tools according to company standards.
    • Ensure that new users have access to required systems, permissions, and resources.
  3. Incident Management and Ticketing
    • Log, track, and prioritize support requests in a ticketing system, ensuring timely responses and resolutions.
    • Escalate unresolved issues to higher-level technical teams when needed.
    • Document solutions, updates, and resolutions within the ticketing system for reference and tracking.
  4. User Training and Guidance
    • Provide basic training to end-users on common software applications, system functions, and IT policies.
    • Assist users with setting up new applications, accessing shared drives, and understanding security protocols.
    • Develop user guides, FAQs, and quick reference materials to help users troubleshoot common issues independently.
  5. System Maintenance and Software Updates
    • Perform regular maintenance on computers and devices, including updates, patches, and virus scans.
    • Ensure that systems are running the latest security patches and software versions to minimize vulnerabilities.
    • Monitor system performance and proactively address issues to prevent future disruptions.
  6. Network and Connectivity Support
    • Assist users with connecting to the network, including Wi-Fi, VPN, and remote access troubleshooting.
    • Resolve connectivity issues for users working in-office or remotely, ensuring secure access to company resources.
    • Monitor network health and escalate larger issues to network administrators if necessary.
  7. Security and Compliance Support
    • Educate end-users on security best practices, including password policies, phishing awareness, and data protection.
    • Enforce IT policies, such as access control and software usage, to ensure compliance with security standards.
    • Assist users with two-factor authentication, VPN access, and secure file sharing.
  8. Asset and Inventory Management
    • Track and manage IT assets, including computers, mobile devices, and software licenses.
    • Coordinate hardware replacements, repairs, and upgrades as needed.
    • Maintain records of hardware allocation, ensuring that all devices are accounted for and tracked.
Key Skills
  1. Technical Proficiency
    • Strong understanding of computer hardware, operating systems (Windows, macOS, Linux), and mobile devices.
    • Knowledge of common software applications, including Office 365, email clients, VPNs, and remote access tools.
    • Basic networking knowledge, including TCP/IP, DNS, DHCP, and troubleshooting connectivity issues.
  2. Troubleshooting and Problem-Solving Skills
    • Ability to analyze technical issues and determine root causes effectively.
    • Proficiency in diagnosing and resolving hardware, software, and network-related problems.
    • Experience with diagnostic tools and techniques, including log analysis and system monitoring.
  3. Customer Service and Communication Skills
    • Excellent communication skills for explaining technical concepts to non-technical users.
    • Patience, empathy, and a user-focused approach to provide support in a calm and efficient manner.
    • Strong organizational skills to manage multiple support requests simultaneously.
  4. Ticketing System Experience
    • Proficiency in using ticketing and helpdesk systems (e.g., ServiceNow, Jira, Zendesk) to log and track support requests.
    • Ability to manage, prioritize, and resolve tickets efficiently within set SLAs (Service Level Agreements).
    • Documentation skills to ensure accurate tracking of issues and resolutions.
  5. Familiarity with IT Policies and Security Protocols
    • Understanding of IT security principles, including password management, access control, and data protection.
    • Ability to educate users on security best practices and ensure compliance with organizational policies.
    • Knowledge of tools and practices for secure remote access, including VPNs and multi-factor authentication.
  6. Asset Management
    • Skills in tracking and managing hardware and software assets, including maintenance of inventory records.
    • Experience coordinating repairs, replacements, and equipment lifecycle management.
    • Knowledge of asset tagging and tracking methods to maintain accountability for IT resources.

If you are interested in getting more information about this opportunity, please contact Irina Rozenberg at at your earliest convenience.


At Ariel Partners, we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions, so when they have their biggest challenges, we are on their short list. We are looking for team members who share our values of: Integrity to do the right thing even when it hurts; Commitment to the long-term success and happiness of our customers, our people, and our partners; Courage to take on difficult challenges, accept new ideas, and accept incremental failure; and the constant pursuit of Excellence . Ariel Partners is an Equal Opportunity Employer in accordance with federal, state, and local laws.


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