User Technology Specialist

Job Description:

• Create and configure new user accounts in Active Directory (AD), email, and other enterprise systems.
• Set up user profiles, permissions, and security groups according to role-based access policies.
• Provision hardware and software for new employees, including desktops, laptops, and mobile devices.
• Conduct initial orientation on IT policies, tools, and system access.

• Maintain and update groups, and organizational units in AD.
• Assign and adjust group memberships for access to applications, file shares, and network resources.
• Apply security standards and ensure compliance with organizational IT policies.

• Monitor and respond to incoming support tickets through the IT service desk system.
• Perform first-line troubleshooting for desktops, laptops, printers, mobile devices, and Office 365 tools.
• Escalate complex or unresolved issues to higher-tier support teams with detailed documentation.
• Track ticket progress to ensure timely resolution and customer satisfaction.

• Diagnose and resolve common issues related to user login, connectivity, and software errors.
• Assist with printer setup, basic networking, and mobile device configuration.
• Support Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint, etc.).

• Document troubleshooting steps, resolutions, and user interactions in the ticketing system.
• Develop and maintain process documents.
• Maintain accurate records of recurring issues to support trend analysis and process improvements.
• Provide feedback to IT leadership on ticket volume, patterns, and areas requiring additional resources.

• Work closely with system administrators and higher-level support staff on escalated issues.
• Suggest process improvements for onboarding, access management, and ticket handling.
• Stay current with updates to operating systems, productivity tools, and IT security best practices.

• Diagnose and resolve hardware and software issues on desktops and laptops.
• Perform routine maintenance, updates, and patching.
• Configure, image, install, update and/or load operating system and applications.

• Troubleshoot wired and wireless network connection issues for end-users.
• Set up and troubleshoot printers, scanners, webcams, and other peripherals.
• Manage docking stations, monitors, keyboards, and other user accessories.
• Replace and repair hardware components when necessary.

• Provide clear, courteous, and professional communication with users.
• Maintain accurate and timely records of support requests and resolutions.