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 departments mission and goals

Skills/Competencies

• 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.

Qualifications (Required)

• Education: Bachelors

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