Job Description

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.
• Assist the Corporate IT Infra Team in technical activities consistent with our mission of protecting the business and our people.

Proactive Tasks

• 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.
• Stay up to date on AI tools, features, and news, and maintain AI-related skills.

Support Tasks

• 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.

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