Job Title: End User Support Specialist

Location: Greensboro, NC

Term: Contract

• Responsible for basic work assigned from a problem or incident management queue to final resolution.
• Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.
• Reviews and investigates all IT related problems to resolve cause and most appropriate solution. Provides information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary.
• Thorough interpersonal, oral and written communication skills to provide quality customer service.
• Ability to enforce established corporate guidelines, policies, and procedures.
• Excellent organizational skills. Ability to develop time well in a dynamic environment and prioritize tasks frequently.
• Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android.
• Basic knowledge of dependent End User compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers.
• Desired knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s).
• 1+ years supporting Microsoft OS Office and remote desktop software.
• 1+ years of experience supporting desktop systems, mobile device management solutions, application virtualization.
• 1+ years of demonstrated performance in a direct customer support role.
• A combination of A+ or Network+, and MCDST certification or equivalent experience desired.
• Proficiency in supporting and troubleshooting Microsoft 365 applications.
• Account Management: Ability to assist users with password resets, account creation, and access control.
• Basic knowledge of VDI software solutions such as VMware Horizon, Citrix Virtual Apps and AWS.
• Web Browsers: Familiarity with popular web browsers (Chrome, Firefox, Edge) and addressing browser-related issues.
• Ticketing Systems: Experience in using ticketing systems for tracking and managing support requests efficiently.
• Basic Troubleshooting Tools: Proficiency in using built-in troubleshooting tools like Windows Event Viewer, Task Manager, and Resource Monitor.