End User Support Specialist
4 weeks ago
Job Summary
Tarkett is seeking a skilled End User Support Analyst to join our team. As a key member of our IT department, you will be responsible for delivering critical IT services to various locations and users within your territory.
Key Responsibilities
- Provision and configure new user workspaces with requested hardware, software, and security access.
- Implement, maintain, and support end-user systems, hardware, software, and mobile devices to meet business needs.
- Communicate and resolve issues with users through phone, email, instant messaging, and ticketing systems.
- Participate in on-call rotation to ensure support availability outside of normal business hours.
- Evaluate and escalate issues to ensure resolution by the appropriate teams.
- Diagnose and determine root causes of repeat issues to prevent further business impacts.
- Perform basic hardware repairs and work with vendors on warranty repairs and replacements.
- Manage hardware and peripheral inventory, consumables, and software licensing to ensure compliance requirements.
- Perform de-installation and recovery of user hardware, license removal, and ensure legal holds are recovered and stored.
- Manage assets within the asset management solution to ensure proper assignments and pairings.
- Work with disposal partners to transfer electronic hardware for disposal and obtain certificates of destruction.
- Test new hardware, software, and peripherals prior to deployment to ensure end-user experience.
- Document training materials for delivery to end-users with new hardware, software, or processes.
- Contribute to the review and creation of knowledge base articles within the ITSM solution.
- Train new team members and provide mentorship as needed.
- Implement best practices and maintenance procedures to monitor system health and troubleshoot errors.
- Stay up-to-date with new technology and trends to improve end-user experiences.
- Communicate complex issues in understandable terms and search out answers to complex issues.
- Manage time effectively, prioritize issues, and meet deadlines while building relationships across the end-user community.
Requirements
- Associate degree in computer science, information technology, or equivalent relevant professional experience.
- 1+ years of experience working with IT hardware and software while directly supporting end-users.
- Experience installing, configuring, documenting, testing, training, and implementing new applications and systems.
- Extensive computer, hardware, software, and analytical skills.
- Excellent verbal and written communication skills.
- Proven ability to assess end-user needs and present relevant solutions.
- O365, MAC, and Windows OS experience.
About Tarkett
Tarkett is a worldwide leader in innovative flooring and sport surface solutions with 12,000 employees and 34 industrial sites. We are committed to reducing our carbon footprint and have implemented an eco-innovation strategy based on Cradle to Cradle principles.
We value diversity in backgrounds and experiences and promote an inclusive workplace where all employees can perform at their best. We believe in taking care of our people, our customers, and our planet.
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