End User Support Specialist

PURPOSE AND SCOPE

The Lead, End User Computing Support, will oversee a team of 2-3 members to ensure efficient and effective IT support for all end users within the organization. The role will be responsible for managing daily IT end user operations including outsourced helpdesk team, IT inventory management, IT onboarding/offboarding for new hires, and promoting cybersecurity awareness across the organization. The lead will play a critical role in improving the overall IT service experience and ensuring that IT systems and equipment are operating optimally.

RESPONSIBILITIES

Team Leadership

• Lead and supervise a small team of 2-3 EUC support specialists.
• Assign tasks, provide guidance, and ensure timely resolution of IT issues.
• Review monthly user tickets with service delivery manager to document common issues.
• Monitor performance, conduct regular team meetings, and provide feedback to enhance service quality.

End User Support

• Serve as the primary escalation point for IT support tickets related to hardware, software, and system access.
• Troubleshoot and resolve technical issues for end users in a timely manner.
• Ensure all requests are tracked, prioritized, and resolved according to the organization’s SLA.
• Manage outsourced helpdesk team.

IT Inventory Management

• Maintain accurate records of all IT assets, including laptops, desktops, mobile devices, peripherals, and software licenses.
• Oversee procurement, deployment, and disposal of IT equipment.
• Conduct regular audits of IT inventory and ensure compliance with company policies.

New Hire IT Onboarding

• Manage the IT onboarding process for all new hires, including the setup of laptop/workstations, accounts, and access to necessary systems.
• Ensure that all IT equipment is prepared and functioning properly for new employees.
• Educate new hires on cybersecurity best practices, including password security, phishing threats, data protection, and safe internet usage.

System Maintenance & Upgrades

• Coordinate the installation, maintenance, and updates of software and hardware systems.
• Ensure end user devices are secure, up-to-date, and compliant with organizational policies.

Documentation & Reporting

• Develop and maintain standard operating procedures (SOPs) for common IT tasks.
• Provide regular reports to the IT Manager on support ticket status, inventory, and team performance.

Continuous Improvement

• Identify and implement process improvements to enhance the efficiency of the IT support function.
• Stay up-to-date with industry best practices and emerging technologies to improve end user experience.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8-10 years of experience in IT support or a similar role, with at least 2 years in a leadership or supervisory capacity.
• Strong technical knowledge of end user computing, including Windows and Mac OS, networking, and common enterprise applications (Office 365, VPN, etc.).
• Experience in managing IT inventories and asset tracking.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills to work with end users at all levels.
• Experience with IT service management tools is a plus.
• Knowledge of cybersecurity principles and experience in user education and training.