End User Support Analyst

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.