End User Support Specialist I - FAS Sales

Responsibilities:

• Provides intermediate-level technical support to address end user issues including implementation, configuration, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves moderately complex technical issues related to hardware, software, operating systems, peripherals, and standard productivity tools to ensure end user productivity.
• Supports a high volume of incidents and service requests in a fast-paced, sales-aligned environment, prioritizing issues based on urgency and business impact.
• Provides consultation to end users, clients, and key stakeholders on potential technical issues or risks that may affect productivity.
• Serves as an escalation point for issues elevated from support staff with less experience; determines severity, identifies root cause, and escalates unresolved issues as appropriate.
• Creates, updates, and maintains knowledge-based articles, procedures, job aids, and training materials for support areas and end users.
• Maintains accurate documentation of incidents, requests, resolutions, and trends within the ticketing and tracking system in accordance with policies and standards.
• Learns, understands, and complies with Information Technology and Information Security policies, procedures, and standards.
• Participates in special projects and performs other duties as assigned.