The End User Support Analyst provides support for all CFS Brand employees with their Windows based computers and iOS the primary backup to the IT Operations. This position will be expected to support all hardware and application related task and help define and ensure standards as it pertains to IT assets.

EDUCATION REQUIRED:

• High School Diploma or equivalent is required
• Associate degree in Information Technology and/or basic A+, N+, etc. certifications are preferred

SKILLS REQUIRED:

The type of experience required to effectively perform the essential functions and responsibilities of this position are:

• 2 years of related IT experience supporting Microsoft based operating systems
• Knowledge of User & Security Group Administration in Active Directory and/or Azure Active Directory
• Advanced troubleshooting and multi-tasking skills
• Solid problem-solving skills with the ability to troubleshoot Windows operating systems issues and installed applications
• Basic PC network connectivity - Ethernet, TCP/IP, and remote access solutions
• Understanding of Group Policy deployments
• Basic familiarity of DHCP and DNS
• Working knowledge of help desk software and ticketing in general
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Ability to deal with customers in a friendly, professional manner
• Ability to work independently and be self-driven with a distributed team
• Customer service orientation with the drive to see issues through to completion
• Proficiency in English with strong oral and written communication skills
• Strong organizational skills

ESSENTIAL DUTIES:

• Responsible for maintaining hardware standards in the CFSB office space for consistency of installations, quality and appearance of cabling, labeling, documentation, asset management, ticket and process compliance, and meeting SLA’s
• Accountable for the installation, removal, modifications, and/or relocations of hardware in all locations consistent with job specifications and ensuring schedules and standards are met
• Responsible for configurations, installs, repairs, and troubleshooting issues related to hardware performance on end-user devices
• Responsible for reviewing and revising quality control processes as necessary and developing/documenting standard work methods
• Accountable for maintaining hardware related output queues (incident, service request, change management)
• Responsible for in-depth troubleshooting of hardware related problems
• Responsible for assisting in maintaining the change management database and hardware inventory at operating locations
• Responsible for assist in the development/maintaining of best practices and procedures for the team
• Accountable for on-call support for incidents within the organization
• Responsible for performing duties following all safety guidelines and corporate policies
• Responsible for performing additional duties as assigned

The type of experience required to effectively perform the essential functions and responsibilities of this position are:

• 2 years of related IT experience supporting Microsoft based operating systems
• Knowledge of User & Security Group Administration in Active Directory and/or Azure Active Directory
• Advanced troubleshooting and multi-tasking skills
• Solid problem-solving skills with the ability to troubleshoot Windows operating systems issues and installed applications
• Basic PC network connectivity - Ethernet, TCP/IP, and remote access solutions
• Understanding of Group Policy deployments
• Basic familiarity of DHCP and DNS
• Working knowledge of help desk software and ticketing in general
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Ability to deal with customers in a friendly, professional manner
• Ability to work independently and be self-driven with a distributed team
• Customer service orientation with the drive to see issues through to completion
• Proficiency in English with strong oral and written communication skills
• Strong organizational skill