IT End User Services Specialist

Your Role:

The End User Services – Specialist, will be accountable for the delivery of IT support,services, and customer experience, at our US sites.In this role, you will guide customers through all support processes (including Global) when needed.

– Act as 2nd and 3rd-level onsite support for incident management
– Work as part of the local IT team supporting all onboarding and transfer requests
– Provide support for any integration (MandA) activities
– Work with Global teams (Application Support, Infrastructure, and line of business) to resolve complicated and advanced IT-related issues locally
– Support all services relating to Lifecycle management, Asset Management, License Management and User Access management for end-user software and hardware
– Always provide a positive and supportive experience for our colleagues. Seek support from team members in difficult situations
– Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available)
– Engage in Innovation activities such as process improvements, pilots, PoCs, etc.
– Coordinate uninterrupted IT support and communicate ongoing strategy and execution with internal colleagues
– Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to IT Infrastructure and EUS
– Travel (Up to 10%) – Mostly within North America; Occasional day trips to other Lenexa offices

Physical Attributes:

– Lift at least 25lbs
– Sit or stand for extended periods of time

Who You Are:

Minimum Qualifications:

– High School Diploma or GED
– 2 years of experience supporting laptops, desktops, printers, and Microsoft Officeapplications (Outlook, Word, PowerPoint, Excel)
– 2 years of IT experience in a customer-facing role

Preferred Qualifications:

– Experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Jamf, Mobile Iron, etc.
– Experience supporting macOS devices
– Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM
– Bachelors Degree in any field
– ITIL Certification