IT End User Specialist 2

Role Summary The IT End User Specialist 2 provides expert support to end users, ensuring the effective operation of personal computers, networks, hardware, software, and peripherals. This role addresses complex issues escalated from Tier 1 support, installing and configuring updates, troubleshooting network connectivity, and ensuring all systems are compliant with organizational policies. The IT End User Specialist 2 collaborates with other IT teams, document processes, and may deliver training to users for enhanced productivity and security compliance. Key Responsibilities Receive and resolve escalated referrals from Tier 1/help desk support, identifying and correcting more complex issues with hardware, software, and network configurations. Collaborate with other IT specialists to diagnose persistent or advanced issues, ensuring a high standard of service and user satisfaction. Perform installations and configurations for software, hardware updates, and security patches to keep systems up-to-date and functional. Set up and deploy new user workstations and accounts, maintaining records of configurations and updates for future reference. Assess and resolve issues related to network connectivity and communication systems to ensure uninterrupted and reliable network access. Develop and maintain comprehensive documentation for systems, workstations, and troubleshooting processes to support efficient problem resolution and system continuity. Provide training sessions or documentation for end users on new systems, features, and best practices to improve system utilization and user independence. Ensure all workstations and systems comply with security and organizational standards, conducting periodic checks and audits to maintain compliance. Support compliance initiatives by implementing security protocols and conducting user awareness training on secure practices. Setup and maintain conference room and collaboration systems. Assist in tracking IT assets, including managing and documenting the lifecycle of hardware and software within the organization. Complete required documentation thoroughly and accurately, maintaining clear records of work and support provided. Adhere to 5S standards by ensuring a clean, organized, and efficient workspace. Safety & Compliance: Follow all Safety, Environmental, and Quality policies and procedures, contributing to a safe work environment. Perform other related duties as assigned to support the IT department's mission and goals Qualifications Required: Education: Bachelor's Experience: 2 to 4 years of experience in IT support or related areas, with a focus on troubleshooting and user support. Competencies/Skills Proficient in IT troubleshooting, software/hardware configuration, and network support, with an ability to address complex issues independently. Advanced verbal and written communication skills to interact effectively with users, document processes clearly, and support collaborative problem-solving. Strong planning and organizational skills, with an ability to manage small projects, coordinate installations, and meet deadlines efficiently. Meticulous in documenting processes, managing assets, and ensuring compliance with IT and organizational policies.