Orgill is seeking a highly motivated and skilled End User Support Specialist to provide exceptional technical assistance to our employees. This candidate will be a key point of contact for resolving Tech-related issues, ensuring smooth operation of our systems and contributing to a productive work environment. This role requires strong problem-solving skills, excellent communication abilities, and a passion for helping others.
Responsibilities:
- Provide exceptional technical support to end-users via phone, email, chat, and in-person for hardware, software, and network related issues.
- Diagnose and resolve technical problems, including operating system issues, application errors, network connectivity problems, and printer malfunctions.
- Install, configure, and maintain end-user hardware and software, including desktops, laptops, mobile devices, printers, and peripherals.
- Manage user accounts and access permissions within Active Directory, Google Workspace, and other relevant systems.
- Document all support interactions in a ticketing system, ensuring accurate and detailed records.
- Develop and maintain knowledge base articles and FAQs to empower end-users with self-service solutions.
- Proactively identify and resolve potential Tech issues before they impact users.
- Collaborate with other teams to ensure seamless service delivery.
- Stay up-to-date with the latest technologies and trends in Technology
- Contribute to the development and implementation of Tech policies and procedures.
- Provide training and guidance to end-users on the use of Tech systems and applications.
- Maintain a professional and courteous demeanor while interacting with end-users.
Qualifications:
- Associate's degree in Information Technology or a related field preferred; equivalent experience considered.
- Proven experience (typically 2+ years) in a help desk or end-user support role.
- Strong knowledge of Windows operating systems, Google Workspace, macOS (preferred but not required), and common desktop applications (e.g., Microsoft Office Suite, web browsers).
- Experience with mobile device management (MDM) solutions is a plus.
- Familiarity with networking concepts and troubleshooting (TCP/IP, DNS, DHCP).
- Excellent problem-solving and troubleshooting skills.
- Exceptional communication (written and verbal) and interpersonal skills.
- Ability to explain technical concepts to non-technical users.
- Strong customer service orientation and a passion for helping others.
- Ability to work independently and as part of a team.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Experience with ticketing systems (e.g., Cherwell, Ivanti Neurons, Service Desk).
- Relevant certifications (e.g., CompTIA A+, Microsoft MTA) are a plus.