TEKsystems
End User Specialist
We are actively seeking an End User Computer Specialist to be based at our headquarters in Chicago. This role is Hybrid in nature with a mix of days in office & remote work. The primary objective of this role is to ensure that IT users have access to and know how to effectively use all IT tools and services available.
Key Responsibilities
Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
Maintain a first‑class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Proactive Tasks
Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users.
Manage assigned projects from initiation to completion, including follow‑up analysis.
Create and deliver onboarding orientation sessions and follow‑up session to new IT users.
Develop, update and improve EUC guides and training materials by documenting and publishing support processes.
Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools.
Support Tasks
Service Request and Incident Management.
Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine).
Organize and prioritize all Incidents and Service Request tickets.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
Escalate incidents to other support teams where necessary.
Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office (Exchange, MS Teams, OneDrive O365), Endpoint Encryption and Antivirus services (MS ATP).
Assets management.
Install and configure new IT equipment.
Research and recommend system equipment upgrades and manage equipment inventory.
Maintain client computers patch compliance.
Maintain up‑to‑date asset information in Manage Engine.
Work with hardware and software vendors to resolve equipment failures/problems.
Administer user accounts assigning security levels.
Test new EUC IT technologies and software for compliance with Coeur IT standards.
Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility.
Work within the relevant legislation, policies and procedures.
Design, produce, and analyze moderately complex reports.
Position Requirements
Approximately 3‑5 years of experience providing customer service in a technological environment.
Degree in computer science, computer information systems, or computer engineering.
Strong dedication to customer service and user support.
Strong understanding and appreciation of operational process/procedure development and its application in a production environment.
Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems).
ITIL Certification a plus, other professional/technical certifications as appropriate.
Good communication, analytical, and presentation skills.
Demonstrated experience with O365 Support/Administration; creating/modifying Scripts (e.g. PowerShell); Microsoft Active Directory account management/administration; SharePoint administration; Mobile Support (iPhone and Android); Computer Administration and Imaging.
Preferred Requirements
Bilingual English‑Spanish strongly preferred.
MAC OS Troubleshooting – familiar with.
MS Exchange Administration.
O365 Global Administration.
ShoreTel Phone Administration.
ManageEngine ServiceDesk Plus and Desktop Central.
Skills Desktop, Support, Troubleshooting, Windows 10, Microsoft, Help desk support, Active directory, Office 365, Hardware, Ticketing system, Customer service.
Job Type & Location Contract to Hire position based out of Chicago, IL. Hybrid (office & remote).
Pay and Benefits Pay range: $20.00 – $30.00 per hour. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits may be subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions; Life Insurance (voluntary life & AD&D for the employee and dependents); Short and long‑term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, vacation or sick leave).
Equal Employment Opportunity Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Key Responsibilities
Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
Maintain a first‑class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Proactive Tasks
Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users.
Manage assigned projects from initiation to completion, including follow‑up analysis.
Create and deliver onboarding orientation sessions and follow‑up session to new IT users.
Develop, update and improve EUC guides and training materials by documenting and publishing support processes.
Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools.
Support Tasks
Service Request and Incident Management.
Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine).
Organize and prioritize all Incidents and Service Request tickets.
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
Escalate incidents to other support teams where necessary.
Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office (Exchange, MS Teams, OneDrive O365), Endpoint Encryption and Antivirus services (MS ATP).
Assets management.
Install and configure new IT equipment.
Research and recommend system equipment upgrades and manage equipment inventory.
Maintain client computers patch compliance.
Maintain up‑to‑date asset information in Manage Engine.
Work with hardware and software vendors to resolve equipment failures/problems.
Administer user accounts assigning security levels.
Test new EUC IT technologies and software for compliance with Coeur IT standards.
Undertake other duties not specifically stated, which from time to time are necessary, without altering the nature or level of responsibility.
Work within the relevant legislation, policies and procedures.
Design, produce, and analyze moderately complex reports.
Position Requirements
Approximately 3‑5 years of experience providing customer service in a technological environment.
Degree in computer science, computer information systems, or computer engineering.
Strong dedication to customer service and user support.
Strong understanding and appreciation of operational process/procedure development and its application in a production environment.
Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems).
ITIL Certification a plus, other professional/technical certifications as appropriate.
Good communication, analytical, and presentation skills.
Demonstrated experience with O365 Support/Administration; creating/modifying Scripts (e.g. PowerShell); Microsoft Active Directory account management/administration; SharePoint administration; Mobile Support (iPhone and Android); Computer Administration and Imaging.
Preferred Requirements
Bilingual English‑Spanish strongly preferred.
MAC OS Troubleshooting – familiar with.
MS Exchange Administration.
O365 Global Administration.
ShoreTel Phone Administration.
ManageEngine ServiceDesk Plus and Desktop Central.
Skills Desktop, Support, Troubleshooting, Windows 10, Microsoft, Help desk support, Active directory, Office 365, Hardware, Ticketing system, Customer service.
Job Type & Location Contract to Hire position based out of Chicago, IL. Hybrid (office & remote).
Pay and Benefits Pay range: $20.00 – $30.00 per hour. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits may be subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions; Life Insurance (voluntary life & AD&D for the employee and dependents); Short and long‑term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, vacation or sick leave).
Equal Employment Opportunity Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr