End User Support Specialist
4 days ago
Chicago
Our client is actively seeking an End User Support Specialist who will be responsible for supporting in-person and remote users based out of the Chicago office. This position offers a flexible hybrid work schedule with 3 minimum in-person days a week and two remote days, including a rotating on-call requirement. The focus of this role is to provide exceptional end-user support by ensuring strict adherence to IT Service Management best practices, handling incidents, requests, and change management, and delivering high-quality IT services. Responsibilities include overseeing conference room A/V systems, offering white-glove support to executive leadership, proactively resolving technology issues, acting as a liaison between employees and IT, and maintaining all end-user technology, including hardware, software, and mobile devices. Responsibilities • Ensure strict adherence to IT Service Management (ITSM) best practices, including incident, request, and change management procedures, to consistently deliver high-quality and reliable IT services to end users., • Oversee and maintain conference room audiovisual (A/V) systems, including setup, troubleshooting, and ensuring seamless operation for meetings and events., • Provide high-touch, white-glove support to executive leadership, addressing urgent hardware, software, and other technology needs and ensuring uninterrupted productivity during critical business activities., • Anticipate and proactively resolve potential technology issues by monitoring system health, performing routine maintenance, and implementing improvements that enhance end-user experience and service delivery., • Act as a customer liaison between Firm Employees and IT, communicating, resolving, and/or initiating resolution of problems and concerns with a high level of communication efficiency., • Deliver, maintain, and support end-user technology, including software, hardware, printers, digital displays, and mobile devices., • Ensure that all EUS IT tools (hardware, software) and services are available in a timely manner for new users., • Understand and adhere to CIS controls to deliver ITSM, ITAM, and SAM excellence., • Execute assigned projects from initiation to completion, including follow-up analysis., • Create and deliver onboarding orientation and follow-up sessions for new employees., • Develop, update, and improve guides and training materials by documenting and publishing support processes, SoPs, and User-facing FAQs in the company KB., • Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals, and all relevant EUS IT tools., • Service Request and Incident Management, • Accurately record, update, and document Incidents and Service Requests using the IT HelpDesk system (ITSM)., • 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., • Provide support and delivery of approved applications and services, including Windows 11, M365 Applications, including Exchange, Intune, MS Teams, OneDrive, and other enterprise applications., • Assets management, • Maintain a CIS-compliant Asset Inventory (ITAM), • Order, Inventory, install, and configure new IT equipment., • Research and recommend system equipment upgrades and manage equipment inventory., • Maintain patch compliance., • Work with hardware and software vendors to resolve equipment failures/problems., • Manage assets through the entire lifecycle, including developing and participating in appropriate e-waste solutions., • Other duties as assigned., • Work within relevant legislation, policies, and procedures., • Design, produce, and analyze moderately complex reports. Position Requirements • Approximately 3-5 years of experience providing end-user support and service in a modern office environment., • Degree in the field of computer science or computer information systems., • 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 the following:, • M365 Support/Administration, Including Intune, • Creating/modifying Scripts (i.e., PowerShell), • Microsoft Active Directory account management/administration, • SharePoint administration, • Mobile Support (iPhone and Android), • Computer Administration and Imaging Preferred Requirements • Bilingual English-Spanish preferred, • Familiarity with Linux and MAC OS, • M365 Global Administration, • ITSM Experience (FreshWorks), • Familiarity with CIS Controls and supporting SoPs The Larko Group is a women-owned, premier staffing and recruiting firm based in Chicago with a nationwide reach. We specialize in Direct Hire, Temp-to-Hire, and Temporary/Project placements across a wide range of roles, including Executive Assistants, Administrative Assistants, Personal Assistants, Chief of Staff, Office Managers, Receptionists, General Office, Event Support, Project Management, and Customer Service.