Customer Facing IT End-user Support in Springfield, Massachusetts at Wolf & Company, P.C.

We are seeking a customer-focused IT End-User Support professional to provide technical assistance and exceptional service to employees, customers, and business users. The successful candidate will troubleshoot hardware, software, network, and application issues while ensuring timely resolution and a positive user experience.

Key Responsibilities

• Provide first-level and second-level technical support via phone, email, chat, and in-person interactions.
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
• Manage user accounts, passwords, and access permissions in accordance with company policies.
• Document incidents, service requests, and resolutions in the IT ticketing system.
• Escalate complex issues to appropriate technical teams when necessary.
• Monitor support queues and ensure adherence to service-level agreements (SLAs).
• Assist with onboarding and offboarding activities, including device provisioning and account setup.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Educate users on IT best practices, security awareness, and effective technology usage.
• Collaborate with internal teams to identify recurring issues and implement preventive solutions.
• Support software deployments, upgrades, and IT projects as required.

IT Support Specialist, Service Desk Analyst, Help Desk Technician, Desktop Support Technician, End-User Support Analyst, Technical Support Specialist.