End User Support Analyst

Orgill; Collierville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Orgill is seeking a highly motivated End User Support Specialist to provide exceptional technical assistance to our employees, resolving hardware, software, OS, and network issues to keep operations running smoothly.

You will support via phone, email, chat, and in-person, manage user accounts in Active Directory and Google Workspace, document tickets, and contribute to knowledge base articles to empower self-service. Strong problem-solving and communication skills are essential.

Qualifications

• 2+ years of help desk or end-user support experience.
• Proficient with Windows OS, Google Workspace, and Microsoft Office Suite.
• Ability to explain technical concepts to non-technical users.
• Experience with ticketing systems and customer-service orientation.

Responsibilities

• Provide end-user support via phone, email, chat, and in-person for hardware, software, and network issues.
• Diagnose and resolve OS, app, network, and printer problems.
• Manage user accounts and access in Active Directory and Google Workspace.
• Document all support interactions in a ticketing system.
• Develop knowledge base articles and FAQs for self-service.
• Collaborate with teams to ensure seamless service delivery.
• Stay up-to-date with technologies and industry trends.
• Provide training to end-users on Tech systems and applications.

Skills

2+ years help desk experience

Windows OS

Google Workspace

macOS (optional)

Microsoft Office Suite

Networking concepts

Communication

Troubleshooting

Customer service

Education

Associate's degree in Information Technology

Tools

Cherwell

Ivanti Neurons

Service Desk

Active Directory

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.
• 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.