Oxenham Group
Support Specialist
Oxenham Group, Des Moines, Iowa, United States, 50319
Support Specialist
Job Summary
We are seeking an experienced End User Computing Specialist to join our IT team. The ideal candidate will possess a strong technical skillset and excellent customer service abilities, ensuring end users have a seamless computing experience. This role is responsible for managing and supporting enterprise-wide end-user computing systems, troubleshooting technical issues, implementing IT solutions, and contributing to the success of IT projects.
Key Responsibilities
Technical Support and Troubleshooting: Provide advanced technical support for Windows and macOS systems, including hardware and software troubleshooting. Resolve escalated service desk incidents and manage end-user support for enterprise environments. Diagnose and repair hardware components, including laptops, desktops, servers, and peripherals. Ensure timely resolution of issues within SLA timeframes. Endpoint and Device Management:
Manage and maintain endpoint systems using tools like Microsoft Configuration Manager (MCM) and Microsoft Intune. Deploy software, manage patching, and enforce device security policies. Support and configure Mobile Device Management (MDM) solutions. Networking and Infrastructure Support:
Support enterprise network environments, including LAN/WAN, VPN, DHCP, DNS, and basic firewall troubleshooting. Provide assistance with cloud computing platforms (Azure, AWS) and cloud-based network infrastructure. Knowledge Management and Documentation:
Develop and update technical documentation, including SOPs, troubleshooting guides, and knowledge base articles. Facilitate knowledge-sharing sessions and mentor junior team members to promote continuous learning. IT Project Support:
ssist in the planning and execution of IT projects, such as hardware/software deployments, infrastructure upgrades, and migration efforts. Collaborate with cross-functional teams to align IT support with organizational goals. Customer Service and Collaboration:
Deliver high-quality customer support with a focus on professionalism, timeliness, and user satisfaction. Communicate technical concepts effectively to both technical and non-technical stakeholders. Work collaboratively with team members and contribute to a positive team environment. Process Improvement and Analysis:
Conduct root cause analyses for recurring issues and recommend process improvements. Leverage digital experience (DEX) scoring to enhance user satisfaction and system performance. Qualifications
Education:
ssociate Degree in Computer Science, Information Technology, or related field; or equivalent work experience in IT. Certifications such as MCSA, MCSE, ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus. Experience:
4-7 years of progressive experience in advanced technical support roles. Proven experience mentoring junior team members and contributing to team growth. Demonstrated ability to execute IT projects and manage end-user computing systems. Technical Skills:
Operating Systems: Proficiency in Windows 10/11 and macOS, Active Directory management, and Group Policies. Software: Advanced expertise in Microsoft 365 suite and enterprise software deployment. Networking: Knowledge of IP addressing, routing, switching, and Wi-Fi troubleshooting. Device Management: Hands-on experience with endpoint management tools, MDM solutions, and imaging tools (e.g., Windows Autopilot). Scripting: Experience in scripting for automation of IT tasks. Key Competencies and Attributes
Problem-Solving: Analytical skills to resolve complex technical issues and suggest process improvements. Customer Service: Strong focus on delivering exceptional user experiences. Communication: Excellent written and verbal communication skills. Collaboration: Ability to work effectively in a team and independently with minimal supervision. Leadership: Experience in guiding junior technicians and fostering team development.
We are seeking an experienced End User Computing Specialist to join our IT team. The ideal candidate will possess a strong technical skillset and excellent customer service abilities, ensuring end users have a seamless computing experience. This role is responsible for managing and supporting enterprise-wide end-user computing systems, troubleshooting technical issues, implementing IT solutions, and contributing to the success of IT projects.
Key Responsibilities
Technical Support and Troubleshooting: Provide advanced technical support for Windows and macOS systems, including hardware and software troubleshooting. Resolve escalated service desk incidents and manage end-user support for enterprise environments. Diagnose and repair hardware components, including laptops, desktops, servers, and peripherals. Ensure timely resolution of issues within SLA timeframes. Endpoint and Device Management:
Manage and maintain endpoint systems using tools like Microsoft Configuration Manager (MCM) and Microsoft Intune. Deploy software, manage patching, and enforce device security policies. Support and configure Mobile Device Management (MDM) solutions. Networking and Infrastructure Support:
Support enterprise network environments, including LAN/WAN, VPN, DHCP, DNS, and basic firewall troubleshooting. Provide assistance with cloud computing platforms (Azure, AWS) and cloud-based network infrastructure. Knowledge Management and Documentation:
Develop and update technical documentation, including SOPs, troubleshooting guides, and knowledge base articles. Facilitate knowledge-sharing sessions and mentor junior team members to promote continuous learning. IT Project Support:
ssist in the planning and execution of IT projects, such as hardware/software deployments, infrastructure upgrades, and migration efforts. Collaborate with cross-functional teams to align IT support with organizational goals. Customer Service and Collaboration:
Deliver high-quality customer support with a focus on professionalism, timeliness, and user satisfaction. Communicate technical concepts effectively to both technical and non-technical stakeholders. Work collaboratively with team members and contribute to a positive team environment. Process Improvement and Analysis:
Conduct root cause analyses for recurring issues and recommend process improvements. Leverage digital experience (DEX) scoring to enhance user satisfaction and system performance. Qualifications
Education:
ssociate Degree in Computer Science, Information Technology, or related field; or equivalent work experience in IT. Certifications such as MCSA, MCSE, ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus. Experience:
4-7 years of progressive experience in advanced technical support roles. Proven experience mentoring junior team members and contributing to team growth. Demonstrated ability to execute IT projects and manage end-user computing systems. Technical Skills:
Operating Systems: Proficiency in Windows 10/11 and macOS, Active Directory management, and Group Policies. Software: Advanced expertise in Microsoft 365 suite and enterprise software deployment. Networking: Knowledge of IP addressing, routing, switching, and Wi-Fi troubleshooting. Device Management: Hands-on experience with endpoint management tools, MDM solutions, and imaging tools (e.g., Windows Autopilot). Scripting: Experience in scripting for automation of IT tasks. Key Competencies and Attributes
Problem-Solving: Analytical skills to resolve complex technical issues and suggest process improvements. Customer Service: Strong focus on delivering exceptional user experiences. Communication: Excellent written and verbal communication skills. Collaboration: Ability to work effectively in a team and independently with minimal supervision. Leadership: Experience in guiding junior technicians and fostering team development.