End User Support Technician

Brady Services•Greensboro, NC

27d

About The Position

Are you an End User Support Technician searching for new experiences? As a leading Trane® independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more! ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Process, troubleshoot, and resolve incidents and service requests within defined SLAs through the IT Help Desk system, including but not limited to, end-user workstations (laptop/desktop), mobile devices, desk phones, peripherals, and software Monitor and manage the IT Help Desk ticketing queue, and escalate to the appropriate support team, when necessary, to facilitate resolution Answer and field incoming calls and requests to the IT Help Desk via other communication methods Provide hands-on and remote support to end users, with an emphasis on outstanding customer service Communicate technical concepts and information to end users of varied skill levels, from novice to advanced, in a clear manner that is tailored to their level of understanding Perform setup and deployment of end-user hardware Interact closely with end users to understand their needs in relation to software and hardware requirements Coordinate support activities with other IT team members and/or vendors, when necessary Provide multifunctional printer (MFP) support Provide audiovisual (AV) support for onsite conference and training rooms Participate in projects, as needed Occasionally provide after-hours, on-call mobile device support for select priority users, as needed Collaborate with other IT team members and associates Comply with standard processes and procedures documentation WORK HOURS: Monday thru Friday, overtime/weekends as required BENEFITS & COMPENSATION: Competitive pay and bonus Affordable Medical, Dental and Vision plans Employer sponsored Short- and Long-term Disability Employer sponsored life insurance 401k with company match Paid Time Off Career growth & training opportunities PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, calculator, and telephone. The associate is frequently required to sit. The Associate is commonly required to stand, walk, and reach with hands and arms. The Associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. This position requires typically in an office environment with some work being conducted remotely via technology.

Requirements

Associate’s Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience
Strong written and verbal communication skills
Ability to make complex technical ideas or situations clear and understandable for all audiences
Self-starter with a high degree of initiative, mature judgment, and discretion
Strong focus on customer service to successfully interact with end users and peer teams
Sound cybersecurity hygiene
Must perform well in high-energy, dynamic, and team-oriented environments
Strong knowledge of current Microsoft operating systems and applications
Ability to coordinate with geographically dispersed teams to achieve planned results
Ability to pass drug screening
Ability to prove US employment eligibility

Nice To Haves

Bachelor’s Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience
Experience in laptop imaging and provisioning of new systems and devices
Working knowledge of Microsoft Active Directory (AD) and/or Microsoft Entra ID
Experience working with an enterprise IT Help Desk ticketing system (ITSM)
Exposure to Microsoft 365 administration
CompTIA IT certifications, or equivalent, a plus

Responsibilities

Process, troubleshoot, and resolve incidents and service requests within defined SLAs through the IT Help Desk system, including but not limited to, end-user workstations (laptop/desktop), mobile devices, desk phones, peripherals, and software
Monitor and manage the IT Help Desk ticketing queue, and escalate to the appropriate support team, when necessary, to facilitate resolution
Answer and field incoming calls and requests to the IT Help Desk via other communication methods
Provide hands-on and remote support to end users, with an emphasis on outstanding customer service
Communicate technical concepts and information to end users of varied skill levels, from novice to advanced, in a clear manner that is tailored to their level of understanding
Perform setup and deployment of end-user hardware
Interact closely with end users to understand their needs in relation to software and hardware requirements
Coordinate support activities with other IT team members and/or vendors, when necessary
Provide multifunctional printer (MFP) support
Provide audiovisual (AV) support for onsite conference and training rooms
Participate in projects, as needed
Occasionally provide after-hours, on-call mobile device support for select priority users, as needed
Collaborate with other IT team members and associates
Comply with standard processes and procedures documentation