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Job Summary

The End User Support Specialist I provide end-user support for assigned desktop, mobile devices or telephone systems. They diagnose, troubleshoot and resolve basic and moderate technical problems. The incumbent operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures.

This is an in-office, non-exempt role (8am-5pm, Monday - Friday), with being an optional WFH day in our Greensboro or Raleigh offices.

Responsibilities

·       Responsible for basic work assigned from a problem or incident management queue to final resolution.

·       Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.

·       Reviews and investigates all IT related problems to determine cause and most appropriate solution. Provides information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary.

·       Keeps end user updated on status of open trouble tickets. Escalates more complex problems to End User Specialist IIs or issues outside of area of responsibility other support teams. Updates problem tickets including notes with status and categorization changes.

·       Completes requests to install and set up new user physical and virtual desktops. Delivers packaged software installations as needed. Carries out corporate policies regarding acquisition and use of approved hardware and software.

·       Completes requests to install \ change phone setups, contact center groups, attendant console, web and voice conferencing with occasional assistance from peers.

·       Responsible for administration all of the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, mobile end points, anti-virus, client firewall, thin client management, collaboration, incident management, application packing

·       Contributor to the education of End Use Support Team through the use of knowledge base articles and knowledge transfer sessions.

·       Identifies opportunities for process improvements to the IT service delivery and represents the end user’s perspective in policy improvement discussions.

·       Participates in the IT service metrics gathering and delivery process to ensure our service level agreements are being met

·       Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.

Knowledge & Skills

·       Strong interpersonal and oral and written communication skills to provide quality customer service.

·       Ability to enforce established corporate guidelines, policies and procedures.

·       Excellent organizational skills. Ability to manage time well in a fast-paced environment and prioritize tasks frequently.

·       Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android.

·       Basic knowledge of dependent End User compute technologies including Citrix Workspaces, Active Directory, Exchange/O365, Azure/Entra ID, networking and storage area networks and servers.

·       Excellent analytical and problem-solving skills. Ability to perform moderate troubleshooting and in-depth research and develop solutions to basic problems.

·       May be asked to perform other basic escalations, request, or projects on an as needed basis.

Education & Experience

·       Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following:

·       2+ years supporting Microsoft OS, Office and Collaboration software;

·       2+ year of experience supporting desktop systems, mobile device management solutions, application virtualization, and virtual desktops

·       2+ years demonstrated performance in a direct customer support role.

·       A combination of A+ or Network+, and MCDST certification or equivalent experience desired.

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Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

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