This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an End User Support Technician based in the United States.
As an End User Support Technician, you will play a vital role in delivering high-quality IT support that keeps users productive and business operations running smoothly. You will provide hands-on technical assistance for hardware, software, mobile devices, and collaborative technologies while ensuring timely resolution of incidents and service requests. Working within an ITIL-aligned support environment, you will troubleshoot technical issues, maintain secure systems, and contribute to continuous service improvement. This role offers the opportunity to collaborate with experienced IT professionals, participate in infrastructure projects, and help enhance the overall user experience. It is an excellent opportunity for customer-focused technicians who enjoy solving technical challenges in a dynamic enterprise environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an End User Support Technician based in the United States.
As an End User Support Technician, you will play a vital role in delivering high-quality IT support that keeps users productive and business operations running smoothly. You will provide hands-on technical assistance for hardware, software, mobile devices, and collaborative technologies while ensuring timely resolution of incidents and service requests. Working within an ITIL-aligned support environment, you will troubleshoot technical issues, maintain secure systems, and contribute to continuous service improvement. This role offers the opportunity to collaborate with experienced IT professionals, participate in infrastructure projects, and help enhance the overall user experience. It is an excellent opportunity for customer-focused technicians who enjoy solving technical challenges in a dynamic enterprise environment.
Accountabilities
- Provide prompt and effective technical support for end-user hardware, software, mobile devices, and related IT services while meeting established service level agreements.
- Diagnose, troubleshoot, and resolve technical incidents efficiently, minimizing downtime and implementing temporary workarounds when necessary.
- Utilize remote support tools, knowledge bases, and diagnostic resources to resolve issues whenever possible without requiring onsite intervention.
- Keep users informed throughout the support process by providing timely updates, communicating resolutions, and offering guidance to help prevent recurring issues.
- Document incidents, service requests, troubleshooting steps, and resolutions accurately within the organization's ticketing system.
- Ensure computing devices meet required security standards through proper configuration, password protection, and preventive maintenance procedures.
- Escalate complex technical issues to specialized support teams when appropriate while maintaining ownership of customer communication.
- Support collaboration technologies, multi-user meeting spaces, and classroom environments to ensure reliable operation.
- Contribute to knowledge management initiatives by creating and updating documentation, sharing best practices, and assisting teammates when needed.
- Participate in IT projects, maintain knowledge of site procedures, and consistently meet productivity, quality, and customer service expectations.
- High school diploma or associate degree, depending on experience level, or an equivalent combination of education and relevant professional experience.
- Experience providing desktop, end-user, or technical support in an enterprise IT environment, with experience requirements varying by role level.
- Strong troubleshooting skills across Windows desktop environments, hardware, software, mobile devices, and peripheral equipment.
- Familiarity with ITIL-based service management practices and incident management processes.
- Experience using remote support tools, ticketing systems, and technical knowledge bases.
- Excellent customer service, communication, and interpersonal skills with the ability to explain technical concepts clearly to non-technical users.
- Strong organizational skills with the ability to manage multiple service requests while meeting service level objectives.
- Ability to work independently as well as collaboratively within a technical support team.
- U.S. citizenship is required to obtain and maintain the necessary U.S. Department of Energy security clearance.
- Full-time employment opportunity supporting a mission-critical enterprise IT environment.
- Opportunity to work with modern enterprise technologies and collaborative IT systems.
- Career growth through participation in technical projects and continuous learning opportunities.
- Collaborative team environment focused on knowledge sharing and professional development.
- Exposure to structured IT service management processes aligned with ITIL best practices.
- Opportunity to support high-impact users and mission-driven technology operations.
- Competitive compensation and comprehensive benefits package, including healthcare and retirement benefits, where applicable.