End User Support Specialist

Oakridge Staffing; Shelton (CT); On-site; USD 50,000 - 65,000; Full time

Job summary

Global Retailer seeks an End User Support Specialist for its Shelton, CT location. You will provide 1st level technical assistance, respond to IT queries, and troubleshoot hardware and software issues across desktop environments.

Responsibilities include monitoring helpdesk queues, escalating complex problems, and documenting interactions to aid resolution, ensuring timely and accurate support for users.

Responsibilities

• Provide 1st level technical assistance and support for computer systems, software, and hardware.
• Respond to queries and troubleshoot issues via IT helpdesk channels (phone, portal, email, in person).
• Diagnose and resolve hardware and software problems and document interactions in detail.

Job description

Global Retailer has an immediate opening for an End User Support Specialist for their Shelton, CT location.

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Respond to queries, run diagnostic programs, isolate problem, and determine and implement solutions. Provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions.

Essential Functions of Job

• Provide 1st level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk via phone, portal ticket, email or in person
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and redirect problems to correct resource
• Escalate issues requiring 2nd or 3rd level support
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Log all help desk interactions in detail with user name, location, contact numbers, and details of problem like computer name, printer make/model, and other information to assist in resolution.
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources