IT End User Specialist II

IT End User Specialist II

Englewood, CO

Reporting to IT Business Applications Manager.

Employment Type:

Full Time.

The IT End User Specialist II provides advanced front‑line technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. This role is responsible for opening, responding to, and resolving service tickets in a timely manner according to service level agreements. The IT End User Specialist II must have excellent problem‑solving skills to diagnose, evaluate, and resolve complex problem situations or, when appropriate, escape or route them to appropriate IT staff members.

• Provides excellent customer service to end‑users
• Logs, triages, and manages IT support requests for end‑users in a first‑contact scenario.
• Provides effective advanced troubleshooting for common technical issues related to hardware, software, and networking.
• Identifies and escalates more technically challenging issues to higher level support teams
• Documents solutions to common issues to increase efficiency and reduce first call resolution times
• Provides advanced user and computer account management tasks
• Performs regular site visits and field work
• Works directly with higher { // job listings beyond this role omitted */
• Participates in On‑Call rotations
• Other duties as assigned