End User Support Job Description
End User Support Duties & Responsibilities
To write an effective end user support job description, begin by listing detailed duties, responsibilities and expectations. We have included end user support job description templates that you can modify and use.
Sample responsibilities for this position include:
End User Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for End User Support
List any licenses or certifications required by the position: ITIL, MCITP, MCTS, MCP, CE, HDI, OS, MS, MCTP, MCSA
Education for End User Support
Typically a job would require a certain level of education.
Employers hiring for the end user support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Associates, Information Technology, Information Systems, Engineering, Technology, Business, Information Management
Skills for End User Support
Desired skills for end user support include:
Desired experience for end user support includes:
End User Support Examples
End User Support Job Description
- Plan, develop, design, integrate and maintain all computer applications and peripherals on assigned customer systems
- Consults on release planning for software and hardware
- Advanced networking knowledge (offsite, or home setups)
- Must have strong IT troubleshooting and problem solving skills
- Must have demonstrated ability to manage multiple processes, priorities and demands to successfully meet customer SLAs
- Knowledge and experience with broad range of client, server, voice, and date communications- including experience with Windows and Apple Operating systems, Avaya Systems, Apple and Android Mobile OS, Microsoft console and Active Directory experience
- Advanced troubleshooting skills and support for mobile devices
- Ability to work day, swing, or evening shift
- Effectively enters and tracks support calls in the Help Desk trouble ticketing system
- Monitors the ticket queue(s) for incoming tickets and assigns and prioritizes tickets as required
- Drives Change - Champion changes
- Makes Plan – Establishes plans
- Leadership – Develops systems & processes
- People Skills – Structure & staff
- 2 to 3 years of experience in Desktop support role
- 2 to 3 years of experience in a Help Desk
End User Support Job Description
- Coordinates resolution of user problems/requests with other IT personnel as needed
- Proposes on-going improvements to support processes and procedures
- Participates in the on-going development and improvement of the IT knowledge base
- Managing accounts in line with company new hires and terminations other system access requests
- Responsible for ordering IT equipment within the region
- Performs proactive maintenance on systems as needed
- Troubleshoots and resolves network related issues or escalates to the network team
- Tertiary responsibilities
- Other job duties as assigned by manager or supervisor
- Assist with system administration
- Proficiency with supporting Windows 7, Mac OSX, and iOS and Android operating systems
- Possession of strong written and oral communications and problem solving skills required
- Must have strong customer service, interpersonal skills and telephone etiquette
- Operational discipline and thoroughness in all duties – , ticket updating and closure, status reporting, documentation, following process and procedure
- Ability to work well independently, with other team members and cross-functionally
- A natural orientation towards standards and metrics
End User Support Job Description
- Configures, deploys and repairs endpoint hardware, software, and peripheral equipment (e.g., printers
- Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits)
- Performs evaluation, diagnostic and troubleshooting of PC or network hardware and software
- Assists users in the use of new software or hardware as required
- Troubleshoots to resolve critical hardware and software problems for end users, including opening and rebuilding computer systems and other intricate work that is not sent out for repair
- Sets up, disassembles, and moves computers, phones, peripherals, and packages, complying with enterprise standards
- Installs and implements desktop hardware and software
- The support of IT Devices and systems
- Performance of activities in line with the delivery of IT Services
- Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins
- Strong troubleshooting skills, with the ability to resolve problems using systematic troubleshooting, web KB searches and consultation with other members of the IT team
- Excellent interpersonal, written and oral communication skills.• Operational discipline and thoroughness in all duties – , ticket updating and closure, status reporting, documentation, following process and procedure
- Ability to work well independently, with other team members
- Must be able to lift up to 50 pounds occasionally (e.g., to rack / unrack a device, lift a box of equipment to move it to a new location)
- Must be able to exert up to 20 pounds of force occasionally
- Must be able to occasionally run a network cable between network and endpoint devices, and/or patch cable within a MDF or IDF
End User Support Job Description
- Create and maintain hardware and software standards for end user systems
- Support corporate office and remote users computer systems, printing solutions, system patching, system imaging and software functionality
- Engage internal and external Digital Technology teams and customers to gather information and data on Shop Floor issues to drive issue resolution
- Act as the point of communication and information contact for Shop Floor program updates and issues while ensuring effective and regular communications to key stakeholders and impacted end users
- Work with Digital Workplace Solutions leaders to assess emerging projects and initiatives then identify and develop remediation plans for any impacts to Shop Floor
- Manage change requests to the Shop Floor image along with Group Policy Objects
- Drive new Shop Floor site implementations including account creation and communicating status to site leaders
- Perform incident resolution or, when needed, escalate to the appropriate group
- Provide IT consultation to the end user, to include training when necessary
- Perform “remote hands” functions and upkeep for local co-location facility as needed
- Position requires on call availability that is shared across the team
- Position requires a minimum of 25% travel
- You are able to work easily as a member of a team or independently
- Build, maintain and update standard OS images using SCCM
- Create and maintain software deployments using SCCM
- Build and deploy third party driver and software updates for laptops and desktops
End User Support Job Description
- Support the end user support project work across the region
- Manage daily operations support of various workstation platforms (PCs, Macs, Mobile)
- Manage the daily moves, adds, changes, deletions, incident management, root cause analysis, and serve as escalation point
- Drive transformational initiatives to assist with modernization of the workstation infrastructure to meet the expectations and demands of a modern workforce
- Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience
- Create and maintain SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase
- Manage vendor relationships, services, and contracts
- Participate with various stakeholders in maximizing the operational effectiveness of the workstation support environment, and in driving service improvements
- Participate in budget planning process
- Performs a broad range of complex systems and application support activities for executives
- Minimum of 5 year working experience
- Extensive user experience in Apple operating systems
- Is able to prioritize and balance competing needs
- Apple Certified Macintosh Technician Certification
- DE using the LiveOps application to field end-user calls and provide service desk support
- Work, route and monitor trouble tickets using our ticketing system