End User Support Engineer I

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

JOB SUMMARY

End User Support will provide comprehensive support covering deskside, mobile phones & Laptops, telephony, AV and more. The role demands excellent problem-solving skills, clear communication, and the ability to operate within established processes and procedures.

Office attendance – 5 days per week

Essential RESPONSIBILITIES and ACCOUNTABILITIES

• Responsible for work assigned from a problem or incident management queue to final resolution; may also receive escalations from end user support staff

• Identify, solve, and prevent the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points, and voice services

• Review and investigate all IT-related problems to determine cause and most appropriate solution and provide information and explanation to end users on problem resolution

• Keep end user updated on the status of open trouble tickets and escalate more complex problems to EUS Support II engineers or other support teams

• Continually update problem tickets including call notes with status and categorization changes

• Responsible for the administration of the following end user support functions:

• Physical and virtual desktop environments (Citrix preferred)

• Telephone systems (RingCentral preferred)

• Remote desktop access

• Mobile end points (IOS environment)

• Incident management / Understanding of SLAs

• IT Equipment moves and setups within the business (Desk moves, office setups and decommissions)

• Windows 11

• Active Directory (Basic knowledge & Awareness)

• Group Policy (Basic knowledge & Awareness)

• Solid understanding of networking concepts and services such as DNS, DHCP in a TCP/IP environment

• Asset and license tracking (via CMDB)
• Assist with conference room meetings including supporting Microsoft Teams and similar video conferencing tools
•  JOB SPECIFICATIONS Knowledge & Skills:1.     A good understanding of assigned technology platforms including Citrix, VMware, V-Sphere, Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop.2.     Excellent organizational skills.  Ability to manage time well in a fast-paced environment, prioritizing incidents & tasks frequently.3.     Good understanding of mobile device management technologies and industry accepted security policies.4.     Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.5.     Effective Customer service skills.6.     Excellent problem solving, diagnosing and troubleshooting skills.7.     Solid ITSM experience utilizing ServiceNow or similar tool. Education & Experience:Bachelor’s degree in information technology or a related field preferred; equivalent technical experience considered.5+ years of experience in End User SupportExperience in supporting VIPs and providing white glove IT services is required.

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