End-User Support Specialist (Temporary - Leave Coverage)

The End User Services Support Specialist is responsible for providing configuration and support for SeneGence International's desktop environment. This role requires the ability to successfully handle and execute project assignments with minimal supervision. Strong verbal and written communication skills, as well as excellent interpersonal skills with a focus on delivering superior customer service, are essential for interacting with all levels of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•    Provide phone and email support using a ticket management system.

•    Support desktops, laptops, tablets, printers/copiers, smartphones, and applications.

•    Deploy new systems and onboard new employees.

•    Provide technical support and training to users.

•    Track and resolve issues, ensuring timely resolution.

•    Document, analyze, and troubleshoot desktop, server, and network application issues.

•    Assist with special projects as required.

•    Update knowledge base with documented resolutions.

•    Escalate problems as necessary.

•    Other duties as requested by business need.

QUALIFICATIONS REQUIRED FOR POSITION:

•    Minimum 1-2 years of experience in an IT operations or IT helpdesk support role.

•    Experience in configuring, installing, and supporting Microsoft Windows 10, Microsoft Office, Office 365, and Adobe Acrobat.

•    Proficiency in troubleshooting basic PC hardware, software, and printer issues.

•    Knowledge of PC connectivity issues, including IP address assignments, DNS, DHCP, and local firewall configurations.

•    Familiarity with PC security solutions and applications, including antivirus software and PC-based firewall security policies.

QUALIFICATIONS DESIRED FOR POSITION:

•    Additional certifications related to IT support and services are desired.

•    Experience with Mac OS is a plus.

•    Knowledge of mobile device management (MDM) solutions is a plus.

•    Familiarity with cloud computing platforms is a plus.

•    Understanding of ITIL processes and frameworks is a plus.

•    Strong problem-solving skills.

•    Excellent customer service and interpersonal skills.

•    Azure knowledge is preferred.

•    Networking knowledge is preferred.

•    Server knowledge is preferred.

•    VMware knowledge is preferred.

CERTIFICATES/LICENSES REQUIRED FOR ROLE:

•    CompTIA A+ certification is preferred.

•    Microsoft certifications are preferred.

CERTIFICATES/LICENSES REQUIRED FOR ROLE:

•     Possession of a valid state driver license (or ability to obtain one).

PHYSICAL DEMANDS:  

Physical requirements include arm and hand steadiness and finger dexterity enough to use a keyboard and telephone; frequent lifting up to 40 pounds; occasional carrying up to 60 pounds; may be subject to walking or sitting for extended periods of time, reaching, and bending; and vision, speech, and hearing sufficient to perform the essential tasks.   

WORKING CONDITIONS:  

Working environment is primarily in an office setting; requires the use of a telephone and other office equipment; and requires some travel to various locations to provide support, training, and systems design. This position is subject to occasional mandatory overtime.

SeneGence is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.