End-User Support Specialist, School of Medicine

Methodist University Location - Fayetteville, NC 28311 Overview Position Type:
Full Time Staff Description

The End‑User Support Specialist is responsible for providing technical assistance and support to end‑users across the organization. This role involves troubleshooting hardware and software issues, assisting with system installations and upgrades, and ensuring the smooth operation of desktop, network, and enterprise systems. The ideal candidate has excellent problem‑solving skills, strong customer service orientation, and a solid understanding of IT systems.

• Respond to technical support requests via phone, email, or ticketing systems.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and other peripherals.
• Install, configure, and update software and operating systems.
• Provide support for common business applications (e.g., Microsoft 365, Google Workspace, Zoom, Teams, etc.).
• Manage and track IT support tickets, ensuring timely resolution and user satisfaction.
• Assist with onboarding and offboarding processes, including account setup and hardware provisioning.
• Maintain accurate documentation of issues and solutions in the knowledge base.
• Monitor system performance and report issues or potential risks to senior IT staff.
• Support IT asset management by tracking hardware and software inventory.
• Collaborate with other IT team members to implement improvements and upgrades.
• Stay up to date with the latest technology trends and best practices in IT support.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–3 years of experience in a technical support or help desk role.
• Strong knowledge of Windows and/or macOS environments.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with enterprise applications, remote support tools, and ticketing systems (e.g., Service Now, Jira, Zendesk).
• Experience with Active Directory, Exchange, or cloud‑based systems (Azure “Entra ”, AWS).
• Familiarity with ITIL practices and service management tools.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a fast‑paced environment.

• Certifications such as CompTIA A+, Network+, Microsoft Certified:
  Modern Desktop Administrator, or similar.

• Primarily office‑based with on‑site support.
• May require occasional evening or weekend work for system maintenance or emergencies.
• Ability to lift and carry IT equipment up to 35lbs.