Junior End User Support Specialist

Key Responsibilities:

• Provide first-level technical support to employees, 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.
• 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.
• 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.
• 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.
• Design and build applications

Qualifications:

• Graduate of degree in Information Technology, Computer Science, or a related field
• Minimum of 1 years of relevant experience in IT/Tech Support or related roles.
• Basic understanding of computer systems, networks, and software applications, 
including knowledge of network and system security.
• Familiarity with troubleshooting techniques, problem-solving skills, and 
hardware/software installation.
• Strong communication and customer service skills, with the ability to work 
collaboratively in a team environment and independently.
• Eagerness to learn quickly and adapt to new technologies and processes.
• Willing to work during Night Shift, Holidays and provide on call support 
Preferred Skills:
• Knowledge 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.
• Familiarity with database management and basic SQL.