End User Specialist

POSITION SUMMARY

Graymont is hiring an End User Support Analyst to join our global team of highly skilled technicians to provide prompt remote and on-site technical service on a company-wide level.

Graymont is seeking an intermediate support analyst with a proven track record of success. You will be involved in all aspects of end-user support including central and distributed applications.  As part of a global team of highly skilled technicians, you will be responsible to provide prompt and courteous remote and on-site technical service on a localized and company-wide level. This role provides support in a mostly Microsoft Windows based environment. Hardware and software diagnostic capabilities are necessary, and familiarity with network administration is an asset.

The End User Specialist will work a hybrid work model with the expectation of working in the office two days a week.

This is an excellent opportunity for someone who is self-motivated, independent and disciplined and who can apply these attributes within the established standards of the Information Systems department and the Graymont organization.

DUTIES AND RESPONSIBILITIES:  

• Configure, deploy, and support desktops, laptops and peripherals including network printers.
•  Provide end-user support with a multitude of different software.
•  Investigate, prioritize, diagnose, document and resolve routine software and hardware issues.
• Utilize trouble ticketing system (ServiceNow) to create, track and resolve support issues.
• Meet required response, service, and resolution times with consistency.
• Produce technical documentation.
• Understand the foundation of architecture, hardware, and software used by the organization.
• Travel to various locations in US and Canada (25% travel requirement).
• Flexibility in scheduling 

 QUALIFICATIONS:

•  College degree in related field or the equivalent combination of education and experience.
•  Minimum of 5 years in multi-faceted support roles.
• Strong knowledge of Windows 10 and 11.
• Sound knowledge of Office365 and Office 2016/2019.
• Good knowledge of Active Directory management and virus control software.
• Understanding of firewalls/routers/switches.
• Experience working with a ticketing system such as ServiceNow.
• Excellent customer service orientation and the ability to communicate technical information clearly and effectively with end-users of various technical skill levels.
• Ability to handle multiple priorities with concurrent deadlines and to function under fast paced conditions.