Customer Facing IT End-user Support in Raleigh

We are seeking a dedicated and skilled Customer Facing IT End-user Support professional based in Raleigh. In this pivotal role, you will serve as the first point of contact for our clients, ensuring that their IT-related issues are resolved quickly and efficiently. This position not only enhances the end-user experience but also plays an essential role in maintaining the operational integrity of the company’s technology resources.

Responsibilities

• Provide front-line support for end-users experiencing hardware and software issues.
• Diagnose technical problems via remote tools or on-site visits.
• Assist in troubleshooting network connectivity issues.
• Manage service requests through a ticketing system to ensure timely resolution.
• Document solutions and maintain knowledge base articles for future reference.
• Collaborate with IT teams to escalate complex issues.
• Conduct training sessions for end-users on software applications and IT protocols.
• Perform routine maintenance and software updates on end-user devices.
• Ensure compliance with security protocols and data protection regulations.
• Provide feedback on user experiences to help improve services.
• Assist with onboarding of new employees by setting up IT accounts and equipment.

Requirements

• Associate’s degree in Information Technology, Computer Science, or related field.
• Minimum of 2 years’ experience in IT support or a relevant customer service role.
• Strong understanding of computer systems, mobile devices, and networks.
• Excellent troubleshooting and problem-solving skills.
• Proficient in Windows and Mac OS environments.
• Familiarity with ticketing systems and remote support tools.
• Strong communication and interpersonal skills to effectively interact with users.
• Ability to work independently as well as part of a collaborative team.
• Attention to detail and a commitment to providing high-quality customer service.
• Basic networking knowledge is a plus (e.g., IP, DNS, DHCP).
• Certifications such as CompTIA A+ or ITIL Foundation are advantageous.