Sr. End User Support Specialist

2 months ago

Raleigh, United States AKC Limited Full time

We are seeking a Sr. End User Support Specialist with 5+ years of experience to join our IT team. In this role, you will handle customer incident reports, manage service requests, and provide advanced desktop support for Windows, Mac, and mobile devices. You will act as a Subject Matter Expert (SME) in desktop technologies, manage user accounts in Active Directory/Azure, and assist with telephony, networking, and server environments.

Strong troubleshooting skills, experience with ITIL, and excellent communication abilities are essential. A Bachelor's degree in a STEM field or equivalent experience is required.

*This position offers a hybrid work opportunity and may require participation in an on-call rotation.

Primary Job Duties

  • Facilitate effective communication and a general sense of teamwork with the end-user support team.
  • Actively participate in Service Desk calls and email queues to manage incoming incident reports and service requests.
  • Submit, update, route, track and resolve all customer issues, questions, and requests in the trouble ticketing system.
  • Provide tier 1 & 2 support to callers from all locations.
  • Provide tier 3 support and serve as a subject matter expert in desktop technologies.
  • Provide deskside services, including moves, adds, and changes (MACs), break/fix activities, and general technical and desktop application support to NC and NY-based users. This includes a variety of Windows and Macintosh personal computers as well as iOS and Android mobile devices.
  • Coordinate with third-party service providers for support as needed.
  • Create, delete, and modify permissions of Microsoft Active Directory user accounts and groups.
  • Support and manage users and accounts in a cloud-based email and collaboration service.
  • Serve as a liaison between AKC end-users and other IT staff, programming staff and server engineering.
  • Perform routine maintenance on AKC computing equipment.
  • Perform routine maintenance on AKC infrastructure hardware
  • Track all desktop equipment and software deployments and maintain records in an inventory database.
  • Assist other IT personnel at their direction to troubleshoot and resolve onsite issues, perform minor administration tasks, coordinate vendor visits, and perform general maintenance. This includes LAN/WAN, WLAN, remote servers, telephony, and other areas.
  • Assist with Audio/Video hardware and software configuration, operation, troubleshooting and minor maintenance.
  • Attend offsite AKC events to provide technical support to employees.
  • Other duties as assigned.
Required Skills, Specialized Knowledge, and Competency Requirements
  • Bachelor's degree in a STEM field or equivalent experience is required.
  • Advanced experience with call handling, ticket management, escalation, and documenting resolutions.
  • Demonstrable experience troubleshooting and maintaining personal computer hardware and software including OSX, Windows, MS-Office suite, and Office 365.
  • Expertise with computer peripheral equipment, including various brands of printers, scanners, and multifunction devices.
  • Experience supporting remote staff and using desktop-sharing tools.
  • Experience with Active Directory user administration.
  • Advanced experience creating technical and user-level documentation
  • Excellent written and verbal communication skills.
  • Comfort in handling high-pressure situations and demanding customers. Experience supporting Executive staff members.
  • Individuals will participate in an on-call rotation during non-business hours
  • Understanding of ITIL framework

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