End User Support Analyst

Orgill,-Inc.; Collierville (TN); On-site; USD 52,000 - 68,000; Full time

Job summary

Orgill, Inc. seeks an End User Support Specialist to deliver exceptional technical assistance to employees across hardware, software, and network needs.

You will troubleshoot OS/app/network issues, manage devices, and support access controls while documenting interactions and contributing to knowledge bases for self-service support.

Qualifications

• 2+ years in a help desk or end-user support role.
• Associate's degree in IT or related field preferred; equivalent experience considered.
• Experience with mobile device management (MDM) is a plus.
• Familiarity with networking concepts and troubleshooting (TCP/IP, DNS, DHCP).
• Relevant certifications (e.g., CompTIA A+, Microsoft MTA) are a plus.

Responsibilities

• Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network issues.
• Diagnose and resolve OS, application, network, and printer problems.
• Install, configure, and maintain end-user devices and software.
• Manage user accounts and access in AD, Google Workspace, and other systems.
• Document interactions in a ticketing system and maintain knowledge base articles.
• Collaborate with teams to ensure seamless service delivery.
• Stay updated with latest technologies and internal policies.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Independence

Prioritization

Education

Associate's degree in IT or related field

Tools

Cherwell

Ivanti Neurons

Service Desk

Job description

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.
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.