IT- End User Support Technician (On-site)

Position Overview

• The End-User Support Technician should be a forward-thinking, end-user-minded individual with both people and technical skills. They will be responsible for leading the development and execution of the End User Technology strategy, which includes working with leadership to determine existing and future needs as well as being an advocate for the end user in providing the best technology has to offer. This individual is expected to actively engage with leadership and end users to develop an effective understanding of business and technology service needs. While the technician must be technically inclined, this is NOT just a break-fix role but will be the face of IT to the company and should be someone passionate about the people as much as they are about the technology.

Key Responsibilities (Essential Duties and Functions) include, but are not limited to:

• Take ownership of the resolution of issues with any software or hardware for which the End-User Support Technician has responsibility. This includes interaction with and assisting end users, troubleshooting technical problems, and providing guidance/training. A focus on making sure the issue is not only “fixed” but that the end user is satisfied with the resolution AND the experience of how it was handled.


• Be a “tech liaison” for our end users, which will include training and helping them understand how to properly use the software/hardware. This is not a break/fix role.


• Interacting with end users via chat, email, phone, or in person with tools such as ScreenConnect, Teams, and Outlook.


• Develop standards for deployment and lifecycle management of end-user devices, including laptops, tablets, cell phones, desk phones, conference room technologies, M365, and Intune. This also includes asset management, patching/updating, and troubleshooting of the same devices.


• Execution of the End User Technology lifecycle strategy, including, but not limited to client patch management; Printer solutions, E-Fax Solutions, client software deployment and upgrades (e.g. CAT software, Intune, VPN, M365, etc.); OS upgrades and image management; user endpoint device management, and collaboration solution platforms such as Conference Room Technologies, M365, OneDrive, SharePoint, and Teams.


• Work with a cross-functional IT team to ensure the End User Technology model and roadmap interlock effectively with other enterprise IT strategies and business needs.


• Account management, administration, and support for AD, file shares, CAT Accounts (CWS, SIS, etc.), end user software, etc.


• Manage effective relationships with 3^rd party service and technology providers in addition to other IT functions to effectively and efficiently deliver the defined scope of services.


• Document all SOP’s and client technology standards and mentor End-User Support Technician backup resource in a user-friendly manner.


• Prioritize assignments to ensure efficient operation based on roadmaps, objectives, and priorities.


• Remain knowledgeable in and enthused about IT client technology standards, industry trends, developments, and best practices.


• Effectively engage enterprise teams, SMEs, and/or business partners to assist in the creation and proposal of client technology designs, standards, and solutions that deliver high value to the business.


• Some travel will be required across our different locations as needed


• This role requires the ability to carry and lift up to 50lbs as needed


• Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Education/Experience

• Bachelor’s degree in information technology or equivalent experience.


• 5+ years of enterprise networking and client device experience is preferred.


• Advanced knowledge of Microsoft Windows, Apple iOS, and Android operating systems.


• Project management experience is preferred.


• ITIL certification is preferred.


• MCSE or equivalent certification preferred.

Knowledge/Skill Requirements

• Excellent interpersonal skills and an ability to work well and communicate with others.


• A strong knowledge of networks, PCs, peripheral equipment, notebooks, tablets, mobile phones, and other “Smart” client devices


• Working experience in managing end-user devices via tools such as SCCM, or Intune.


• Working experience in patch management of Microsoft Windows devices


• Working experience with Microsoft’s on-premises and Azure Active Directory


• Working experience in creating and maintaining images for either an enterprise or a large corporation


• Working experience in PowerShell and other scripting languages


• Working experience in M365, including Teams, Phones


• An ability to keep current with IT trends, developments, and industry best practices specifically related to client systems and devices


• An ability to excel within a collaborative and cross-functional working environment.


• An ability to communicate technical information effectively, both orally and in writing, using concise, business-friendly, and user-friendly language.

The statements included in this job description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.