End User/Tech Support

Role: End User / Onsite Support Engineer

Location: North Kingstown, RI (Hybrid – 1–2 days per week onsite)

Role Overview:

We are looking for an End User Support Engineer to provide hands-on technical assistance and ensure smooth day-to-day IT operations. This role involves direct interaction with users, resolving technical issues, supporting hardware and software systems, and maintaining IT infrastructure in a hybrid work environment.

Key Responsibilities:

User Support & Daily Operations

• Provide in-person technical assistance for issues related to desktops, laptops, printers, scanners, and telephony systems
• Identify root causes and resolve hardware, software, and connectivity problems efficiently
• Record incidents, troubleshooting steps, and resolutions in IT service management tools such as Jira or ServiceNow
• Support employee onboarding and offboarding by configuring devices, assigning access, and managing accounts through Active Directory or Microsoft 365
• Handle password resets and account lockouts
• Perform regular system updates, including OS patches and application upgrades
• Maintain and support office peripherals such as printers and copiers

Hardware Setup & Lifecycle Management

• Install, configure, and upgrade end-user devices including desktops, laptops, and monitors
• Manage inventory of IT assets, including tracking hardware and software licenses
• Diagnose and repair hardware issues, including replacement of components like screens, keyboards, and cables
• Provide support for audio-visual systems, including meeting room setups, video conferencing tools (e.g., Microsoft Teams), and presentation equipment

Network & Infrastructure Support

• Assist with basic network troubleshooting, including LAN/WAN connectivity and Wi-Fi issues
• Support installation and organization of network cabling and connectivity infrastructure
• Perform routine checks in server or equipment rooms, including monitoring systems, backup processes, and environmental conditions

Security & Compliance

• Ensure endpoint protection tools such as antivirus and anti-malware solutions are properly installed and updated
• Follow organizational security policies and maintain compliance standards

Maintenance & Documentation

• Conduct periodic system health checks to identify and prevent potential issues
• Develop and maintain technical documentation, knowledge base articles, and user guides
• Coordinate with external vendors for hardware servicing or technical support when required

Additional Responsibilities

• Deliver high-level, personalized technical support to executives and senior stakeholders
• Assist with IT setup and support during internal meetings, events, and presentations

Required Skills & Competencies:

• Strong knowledge of Windows OS, Microsoft 365, and Active Directory
• Basic understanding of networking concepts such as TCP/IP, DNS, and DHCP
• Familiarity with collaboration tools like Microsoft Teams and Jabber
• Excellent troubleshooting and problem-solving skills
• Strong communication skills with the ability to assist non-technical users effectively
• Customer-focused approach with patience and professionalism