End-User Support Technician
Role details
Job location
Tech stack
Job description
The End-User Support Technician provides second-level technical assistance for employees across the organization. This role supports a wide range of devices including desktops, laptops, printers, mobile devices, and software and is responsible for resolving issues that cannot be handled by first-level support. The technician will troubleshoot complex problems, deploy hardware and software, maintain asset records, and contribute to process improvements while delivering a high-quality customer experience., * Provide advanced technical support for incidents escalated from first-level support, both onsite and remotely.
- Prioritize, triage, and resolve issues efficiently while maintaining clear communication with users.
- Install, configure, and troubleshoot hardware, software, and peripheral devices.
- Image, configure, and deploy computers for new and existing users.
- Maintain accurate asset and software inventory records.
- Log all incidents and work performed in the ticketing system.
- Analyze logs and system data to diagnose and resolve user issues.
- Rebuild user profiles and support device replacement programs.
- Troubleshoot network-related issues, including connectivity and authentication problems.
- Administer access to applications and assist with account-related tasks.
- Evaluate, diagnose, and resolve complex hardware and software issues.
- Support VPN and multi-factor authentication issues.
- Participate in IT project implementations and assist with related tasks.
- Engage additional IT teams when issues fall outside the scope of this role.
- Maintain confidentiality of all user and organizational information.
- Contribute to process improvements and team knowledge sharing.
Requirements
- Strong understanding of troubleshooting processes and the ability to quickly identify solutions.
- Experience supporting Windows desktop environments, including profile rebuilds and system configuration.
- Ability to reimage workstations and deploy software.
- Experience providing remote support and resolving user issues.
- Working knowledge of operating systems, common applications, and system administration concepts.
- Ability to troubleshoot network connectivity issues.
- Strong communication skills and the ability to adapt to different user needs.
- Ability to manage multiple tasks, prioritize effectively, and work with minimal supervision.
- Strong customer service mindset and conflict-resolution skills., * Associate or bachelor's degree in an IT-related field.
- IT service management or process-related certification.
- Experience with software distribution or patch management tools.
- Experience supporting modern desktop operating systems.
- Familiarity with enterprise ticketing systems.
- Creative problem-solving skills for issues that may not be well documented.
Experience
- 2+ years of experience deploying and supporting desktop operating systems.
- 2+ years of experience with software distribution or device management tools.
- Experience supporting modern Windows environments required.
Benefits & conditions
This is a Contract position based out of Columbus, OH. Pay and Benefits The pay range for this position is $23.00 - $26.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
