User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Endpoint Support Technician role providing operational support of endpoint devices. Collaborating with engineering teams and troubleshooting IT-related problems to enhance user experience.
Responsibilities
- Works with team lead or senior team members to understand user’s Endpoint Support requirements
- Documents requirements
- Provides input during short-term Endpoint Support project/task planning efforts with team members
- Participates in the deployment of new or upgraded images, software and hardware for multiple endpoints
- Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices
- Follows established procedures for performing configuration changes, updates and upgrades
- Performs repairs to hardware, software, and peripheral equipment, following design or installation specifications
- Submits or updates configuration items within management tools
- May participate in the unit testing for new deployments or new components and remediates problems
- Provides feedback on new software performance and testing
- Participates with Level 2 issue assessment and resolutions of problems
- Diagnoses and resolves endpoint and mobile device hardware and software issues
- Creates temporary solutions until permanent solutions can be implemented
- Provides technical support to meetings that include video conferencing
- Documents solutions to common problems and responses for frequently asked questions
- Implements contingency plans including reliable backup and restore procedures, as needed
- May participate in R&D POC efforts
- May provide recommendations per customer feedback
- Adheres to policies, procedures and standards
- Supports IT inventory/asset management processes
- May provide on-the-spot training to end users
Requirements
- Associate’s Degree in Computer Science, certifications or equivalent work experience
- Typically has 1-3 years in functional position or related work experience, education or training
- General knowledge of commonly used applications and programs, such as Microsoft Office Suite, Adobe, alternate browsers
- Working knowledge of latest operating systems
- Ability to troubleshoot and support wireless and wired connectivity
- Knowledgeable in the building, imaging and setup of new device deployments
- Customer Service oriented
- Solid verbal and written communication skills
- Basic understanding of TCP/IP network protocols and services - nice to have
Benefits
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Professional development resources
- Opportunities to participate in mentorship programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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