General maintenance of workstation equipment, end user support, and systems maintenance to include various end-user services, computing devices, software, and peripherals.
Level 1 support for all hardware and software related problems including troubleshooting and resolution.
Monitor and process tickets / incidents.
Act as central point of contact as part of end user support.
Install, configure, administrate, and monitor end user devices, such as workstations, laptops, and other mobile devices with different operating systems.
Maintain, configure, install, and monitor printers including centralized management software.
Perform equipment install-move-add-change operational processes as needed by the businesses.
Analyze and recommend new technology, upgrades, and services for end users.
Plan, purchase, inventory, and asset tagging of software, computer equipment, peripherals, including: preparation and implementation of IT relocations.
Rotation of on-call schedule for after-hours support.
Participate in various IT and business projects.
Management and support of mobile computing devices (phones, tablets) and UMTS (contract management), where applicable.
IT support for warehouse management (scanner and printers), where applicable.
Responsible for telephone and network socket patch management, where applicable.
Participation in the continuous improvement of existing and new helpdesk processes.
Collection and administration of documentation.

High school diploma or equivalent required
Bachelor’s degree or equivalent or 1 year of relevant work experience preferred
Professional demeanor with a focus on providing excellent customer service.
Experience with end users.
Ability to compliantly follow procedures, standards, and learn new tasks.
Good time-management and organization skills with ability to meet competing deadlines and demands.
Self-starter with a problem-solving mind to identify and solve technical issues.
Ability to work independently and within a team environment.
Conscientious with strong attention to detail.
Broad experience of working within a varied IT support area/function.
Proficient in understanding and supporting computer hardware, Microsoft Windows, and Microsoft Office applications.
Flexibility and willingness to occasionally work outside regular office hours to support business IT needs.
Comfortable dealing with telecommunications technology.
Basic knowledge of ADS and Group Policy.
Experience with network protocols in LAN and WAN, as well as with anti-virus software.
Good knowledge in dealing with software distribution tools (e.g., MECM).
ITIL basic knowledge is an advantage.
Completion of CompTIA exams and/or Microsoft certifications are preferred

IT User Support Specialist I

About this role