End User Support Specialist

Key Responsibilities:

• Provide first-level technical support to employees by addressing hardware and 
software issues, and logging, troubleshooting, and resolving help desk tickets.
• Ensure that all incidents and service requests coming into the Service Desk are 
handled correctly and promptly.
• Act on incidents that are approaching or have reached the point of breaching our 
service level agreements.
• Properly escalate incidents to the application owner according to the impact, 
severity, and urgency.
• Collaborate with the Local & Regional Infrastructure team to manage the IT platform 
and keep the information systems in optimal operating condition.
• Monitor and administer the network and its various applications to ensure system 
reliability, availability, and security.
• Assist with new hire processing, including account requests, verification, and 
equipment configuration and setup.
• Install, configure, and troubleshoot computer systems, hardware, and software.
• Perform daily IT tasks and help maintain and update the company’s IT systems, 
including servers and networks.
• Support the IT team in managing user accounts, permissions, and IT inventory and 
asset tracking.
• Solve problems with various appliances, including laptops, Dell Wyse projectors, 
Webex kits, monitors, printers, servers, and network equipment.
• Assist with a wide range of issues, including connection problems, data access, 
network failures, poor computer performance, and VDI migration.
• Configure and maintain network devices, such as routers, switches, firewalls, and 
VPNs, to ensure smooth and secure communication within the organization. 
Monitor network bandwidth utilization using SolarWinds.
• Install software updates, patches, and security fixes to keep systems up to date and 
protected against vulnerabilities and exploits using SCCM (System Center 
Configuration Manager) & Rapid7.
• Implement and monitor security measures, such as firewalls, antivirus software, 
and intrusion detection systems, to protect the organization's data and systems 
from cyber threats.
• Create and execute backup and disaster recovery strategies to maintain data 
integrity and reduce downtime during system failures or emergencies. Set up 
systems for high availability with backup and recovery, failover, load balancing, and 
complete redundancy strategies. Conduct regular system backups and recovery 
tests. Conduct annual updates for the Disaster Recovery Plan (DRP) and Business 
Continuity Plan (BCP).
• Maintain detailed documentation of IT systems, configurations, and procedures, 
and generate reports on system performance, security incidents, and compliance 
with IT policies.
• Work closely with other IT professionals, such as Profile Admin, Network Engineers, 
Cybersecurity Analysts, Database Administrators, and Application Owners to 
coordinate IT projects and resolve complex issues collaboratively.
• Maintain and update IT documentation, including user manuals and system 
configurations.
• Assist in the implementation of IT projects and initiatives.
• Train end-users on best practices for technology use and security protocols.
• Collaborate with IT teams to enhance user experience and resolve complex issues.
• Provide hands-on support to our specialist teams with server, network, and 
telephony infrastructures.

Qualifications:
• Minimum of 5 years of relevant experience in IT/Tech Support or related roles.
• Experience with ticketing systems and incident management using ServiceNow.
• Strong understanding of IT operations, including networking, systems, security, and 
endpoint management.
• Hands-on experience with Windows operating systems is required.
• Experience with Mobile Device Management (MDM) solutions, particularly Microsoft 
Intune, is advantageous.
• Functional knowledge of VMware ESXi, Active Directory, networking, and telephony.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a 
plus.
• Excellent communication and interpersonal skills with a customer-focused 
approach.
• Exceptional documentation skills and attention to detail.
• Strong teamwork and collaboration abilities.
• Ability to work effectively under pressure and manage multiple priorities.
• Positive attitude and ability to maintain composure in challenging situations.
• Strong problem-solving mindset with an eagerness to learn.
• Collaborative team player who thrives in cross-functional environments.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptable and flexible in a dynamic work environment.

Preferred Skills:
• Experience with Windows operating systems, VMware Virtual Desktop, networking, 
ticketing systems, and telephony systems (e.g., Avaya & CXone).
• Knowledge of programming languages (e.g., Visual Studio, MS Access) is a plus.

Certifications:
• Relevant certifications, such as CompTIA A+, Network+, Security+, Microsoft 
Certified Systems Administrator (MCSA), Avaya Certified Professional (ACP), or 
NICE CXone certifications, can be highly beneficial.