End User Support Job Description

End User Support Job Description

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End user support provides on-site technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.

End User Support Duties & Responsibilities

To write an effective end user support job description, begin by listing detailed duties, responsibilities and expectations. We have included end user support job description templates that you can modify and use.

Sample responsibilities for this position include:

Providing assistance in installation of other peripherals like printers, scanners, , cabling systems like local area network cables, network interface cards, wired switches
Must have demonstrated technical excellence & extensive experience with PC hardware and software support environments
Experience with TCP/IP & LAN based networking support and troubleshooting from a pc support perspective
Provide effective troubleshooting and accurate solutions to advanced hardware and software computing problems for Windows, Mac, and mobile devices
Resolves basic and advanced hardware and software questions, problems and requests in person or remotely
Lead technical activities involved in new technology introductions and also technology obsolescence, including operating system, core applications (Office, browser, etc), security tools and other core technologies
Deploy and administer IT systems in the assigned region, including end-user desktops/laptops, computing servers, network equipment, voice and video hardware and mobile devices
Responsible for managing the desktop image, upgrades, security patching, and configuration and testing necessary to ensure environment works effectively
Provides guidance to team responsible for resolving incidents escalated by the call center, or security operations center within appropriate priorities and urgencies
Prioritizes and guides team in fulfilling service requests involving the provision, configure, and deprovision user computing devices per service requests and in accordance with SLAs, and other activities

End User Support Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for End User Support

List any licenses or certifications required by the position: ITIL, MCITP, MCTS, MCP, CE, HDI, OS, MS, MCTP, MCSA

Education for End User Support

Typically a job would require a certain level of education.

Employers hiring for the end user support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Associates, Information Technology, Information Systems, Engineering, Technology, Business, Information Management

Skills for End User Support

Desired skills for end user support include:

Peripherals
Networking
Hardware
Office
TCP/IP network
Printers
Hardware configuration
Break fix solutions
Meraki console for mobile devices
Monitoring

Desired experience for end user support includes:

Manage travel device pool and provision, configure, and deprovision travel devices per service requests and in accordance with SLAs
Responsible for supervising end user computing technical staff including internal and contract engineers
Work with project teams, Information Security, and Infrastructure Engineers to develop
Experience - Typically has 7 to 10 years of IT work experience including managing team(s) responsible for desktop support function
Organizing – Can gather resources (people, funding, material, support) to get things done
Maintains knowledge of desktop/laptop business practices

End User Support Examples

1

End User Support Job Description

Job Description Example
Our growing company is looking to fill the role of end user support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for end user support
  • Plan, develop, design, integrate and maintain all computer applications and peripherals on assigned customer systems
  • Consults on release planning for software and hardware
  • Advanced networking knowledge (offsite, or home setups)
  • Must have strong IT troubleshooting and problem solving skills
  • Must have demonstrated ability to manage multiple processes, priorities and demands to successfully meet customer SLAs
  • Knowledge and experience with broad range of client, server, voice, and date communications- including experience with Windows and Apple Operating systems, Avaya Systems, Apple and Android Mobile OS, Microsoft console and Active Directory experience
  • Advanced troubleshooting skills and support for mobile devices
  • Ability to work day, swing, or evening shift
  • Effectively enters and tracks support calls in the Help Desk trouble ticketing system
  • Monitors the ticket queue(s) for incoming tickets and assigns and prioritizes tickets as required
Qualifications for end user support
  • Drives Change - Champion changes
  • Makes Plan – Establishes plans
  • Leadership – Develops systems & processes
  • People Skills – Structure & staff
  • 2 to 3 years of experience in Desktop support role
  • 2 to 3 years of experience in a Help Desk
2

End User Support Job Description

Job Description Example
Our growing company is hiring for an end user support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for end user support
  • Coordinates resolution of user problems/requests with other IT personnel as needed
  • Proposes on-going improvements to support processes and procedures
  • Participates in the on-going development and improvement of the IT knowledge base
  • Managing accounts in line with company new hires and terminations other system access requests
  • Responsible for ordering IT equipment within the region
  • Performs proactive maintenance on systems as needed
  • Troubleshoots and resolves network related issues or escalates to the network team
  • Tertiary responsibilities
  • Other job duties as assigned by manager or supervisor
  • Assist with system administration
Qualifications for end user support
  • Proficiency with supporting Windows 7, Mac OSX, and iOS and Android operating systems
  • Possession of strong written and oral communications and problem solving skills required
  • Must have strong customer service, interpersonal skills and telephone etiquette
  • Operational discipline and thoroughness in all duties – , ticket updating and closure, status reporting, documentation, following process and procedure
  • Ability to work well independently, with other team members and cross-functionally
  • A natural orientation towards standards and metrics
3

End User Support Job Description

Job Description Example
Our growing company is looking to fill the role of end user support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for end user support
  • Configures, deploys and repairs endpoint hardware, software, and peripheral equipment (e.g., printers
  • Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits)
  • Performs evaluation, diagnostic and troubleshooting of PC or network hardware and software
  • Assists users in the use of new software or hardware as required
  • Troubleshoots to resolve critical hardware and software problems for end users, including opening and rebuilding computer systems and other intricate work that is not sent out for repair
  • Sets up, disassembles, and moves computers, phones, peripherals, and packages, complying with enterprise standards
  • Installs and implements desktop hardware and software
  • The support of IT Devices and systems
  • Performance of activities in line with the delivery of IT Services
  • Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins
Qualifications for end user support
  • Strong troubleshooting skills, with the ability to resolve problems using systematic troubleshooting, web KB searches and consultation with other members of the IT team
  • Excellent interpersonal, written and oral communication skills.• Operational discipline and thoroughness in all duties – , ticket updating and closure, status reporting, documentation, following process and procedure
  • Ability to work well independently, with other team members
  • Must be able to lift up to 50 pounds occasionally (e.g., to rack / unrack a device, lift a box of equipment to move it to a new location)
  • Must be able to exert up to 20 pounds of force occasionally
  • Must be able to occasionally run a network cable between network and endpoint devices, and/or patch cable within a MDF or IDF
4

End User Support Job Description

Job Description Example
Our company is hiring for an end user support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for end user support
  • Create and maintain hardware and software standards for end user systems
  • Support corporate office and remote users computer systems, printing solutions, system patching, system imaging and software functionality
  • Engage internal and external Digital Technology teams and customers to gather information and data on Shop Floor issues to drive issue resolution
  • Act as the point of communication and information contact for Shop Floor program updates and issues while ensuring effective and regular communications to key stakeholders and impacted end users
  • Work with Digital Workplace Solutions leaders to assess emerging projects and initiatives then identify and develop remediation plans for any impacts to Shop Floor
  • Manage change requests to the Shop Floor image along with Group Policy Objects
  • Drive new Shop Floor site implementations including account creation and communicating status to site leaders
  • Perform incident resolution or, when needed, escalate to the appropriate group
  • Provide IT consultation to the end user, to include training when necessary
  • Perform “remote hands” functions and upkeep for local co-location facility as needed
Qualifications for end user support
  • Position requires on call availability that is shared across the team
  • Position requires a minimum of 25% travel
  • You are able to work easily as a member of a team or independently
  • Build, maintain and update standard OS images using SCCM
  • Create and maintain software deployments using SCCM
  • Build and deploy third party driver and software updates for laptops and desktops
5

End User Support Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of end user support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for end user support
  • Support the end user support project work across the region
  • Manage daily operations support of various workstation platforms (PCs, Macs, Mobile)
  • Manage the daily moves, adds, changes, deletions, incident management, root cause analysis, and serve as escalation point
  • Drive transformational initiatives to assist with modernization of the workstation infrastructure to meet the expectations and demands of a modern workforce
  • Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience
  • Create and maintain SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase
  • Manage vendor relationships, services, and contracts
  • Participate with various stakeholders in maximizing the operational effectiveness of the workstation support environment, and in driving service improvements
  • Participate in budget planning process
  • Performs a broad range of complex systems and application support activities for executives
Qualifications for end user support
  • Minimum of 5 year working experience
  • Extensive user experience in Apple operating systems
  • Is able to prioritize and balance competing needs
  • Apple Certified Macintosh Technician Certification
  • DE using the LiveOps application to field end-user calls and provide service desk support
  • Work, route and monitor trouble tickets using our ticketing system

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