WHAT DOES AN END USER SUPPORT SPECIALIST DO?
Updated: Jun 03, 2025 - The End User Support Specialist troubleshoots and escalates issues with computing delivery systems, ensuring availability, reliability, and performance. This role involves deploying and maintaining computer systems, providing technical support for software, hardware, and mobile devices, and managing backups and printer services. This position coordinates cross-functional programs, oversees project timelines, and ensures quality assurance and day-to-day support for user needs.
A Review of Professional Skills and Functions for End User Support Specialist
1. End User Support Specialist Duties
- Team Leadership: Responsible for leading the technical team and ensuring the quality of technical deliverables per ITIL (Incidents, SR, CR, etc.)
- Issue Escalation: Escalation for End User Computing Issues & complaints received from business users
- Stakeholder Collaboration: Partner with internal & external stakeholders by conducting periodic reviews of overall End User Computing Service Delivery
- Resource Planning: Effort analysis, work allocation, resource planning & optimization
- Reporting: Preparation of daily/weekly/monthly reports (internal and to client)
- Client Relationship: Work closely with the client’s business & IT teams
- Policy and Compliance: Ensuring that the team adheres to policies and compliance
- Team Coaching: Coach team members and coordinate with TCS & client teams
- Technology and Solution Leadership: Leading the team in terms of technology & solution
- Solution Ownership: Own technical solutions to implement per business requirements
- Solution Implementation: Leads the implementation and support of technical solutions per contractual agreement
- SLA Management: Ensuring the team meets the agreed SLA as per the contract
- Prompt Escalation: Escalate issues promptly to stakeholders
2. End User Support Specialist Details
- Troubleshooting: Troubleshoots computing delivery systems components and networks
- Issue Escalation: Escalates and coordinates computing delivery systems and restoration problems
- System Monitoring: Monitors computing delivery systems for availability, reliability, and usage
- Deployment and Installation: Deploying computers throughout the building, installing software, troubleshooting user problems
- Backup and Support: Taking backups from production machines, printer support, VoIP and smartphone support
- Hardware Repair: Repairing computer hardware of all types
- Program Coordination: Coordinates cross-functional infrastructure programs covering various areas
- Project Management: Develops and manages end-to-end project plans and ensures on-time delivery
- Project Coordination: Provides hands-on project management during all project phases
- Quality Assurance: Provides day-to-day coordination and quality assurance for projects and tasks
- Schedule Optimization: Coordinates dependencies and handoffs effectively and optimizes schedules
- Technical Support: Provide hands-on/remote technical and administrative support for user base
- Training and Education: Provide support or assist with end-user training, software installation, and mobile device support
- Team Collaboration: Collaborates with IT team members
3. End User Support Specialist Responsibilities
- Inventory Management: Manage hardware, and non-standard software inventories and maintain CMDB
- Compliance Monitoring: Produce and monitor metrics to ensure compliance with SLA standards
- Active Directory Management: Manage user and device information in Active Directory
- Package Deployment: Assist with testing and deploying desktop system packages/updates using remote management tools
- Hardware and Software Support: Install, configure, and support both hardware and software
- Ticket Management: Use IS Connect to create and manage tickets and journalize progress for incidents
- Collaboration: Partner with the Client Computing team on standard images
- On-call Support: Provide on-call support including after-hours for incidents
- Standards Development: Assist in developing and implementing technical standards and SOPs
- Root Cause Analysis: Perform root cause analysis and develop checklists for common issues
- Team Collaboration: Work in a team setting, share information, and assist others with calls
- Technology Innovation: Assist with technology change and innovation for the evolving IT landscape
- Telephony Support: Provide Tier 1 Tele
4. End User Support Specialist Job Summary
- Core Values Adherence: Continuously exhibit and uphold Core Values of Integrity, Accountability, Communication, Teamwork, Innovation, and Customer Service
- End-User Support: Provide end-user service and support for incoming queries of both basic and intermediate complexity
- Request Logging: Log all end-user requests into the appropriate application
- Issue Follow-up: Perform daily follow-up on all open issues and requests
- Escalation Point: Act as an escalation point for the EUSS Analyst
- Context Communication: Capture and communicate the context of a situation and escalate to Tier 2 support
- System Image Management: Install and maintain multiple PC operating system images via SCCM
- Printer/Scanner Maintenance: Manage and provide printer/scanner maintenance and support
- Asset Management: Maintain a spare desktop/laptop pool for all departments
- Software Rollout: Roll out new software through an automated process via SCCM
- Software Upgrades: Upgrade desktop software through automated processes
- Asset Tracking: Maintain desktop/laptop asset management in the service desk software
- Technical Documentation: Read and understand technical manuals, procedural documentation, and OEM guides
- Smartphone Support: Provide smartphone support and configuration
- Coverage Rotation: Participate in night and weekend coverage rotation
- Certification: Obtain CompTIA A+ certification within six months of hire
5. End User Support Specialist Accountabilities
- Team Contribution: Contribute to a successful and dynamic IT team
- Customer Success: IT hero of the day for the business, helping overcome IT challenges and ensuring IT customers' success
- Digitization Leadership: Driving and leading digitization efforts in manufacturing, test cells, and assembly areas
- Global Collaboration: Collaboration with the Company’s IT teams across the globe and providing onsite help to remote teams
- Project Execution: Executing assigned IT projects defined in the IT infrastructure project pipeline
- Consulting Services: Provide consulting services to IT program and project teams
- Technical Support: Serve as the first point of contact for customers seeking technical assistance via various methods
- End-User Support: Support end users with technical questions (hardware or software)
- Technical Explanation: Explain computing concepts to non-technical staff
- Device Deployment: Assist in the deployment and support of laptops, desktops, and telecommunication devices
- Facility Support: Oversee minor facility issues and open tickets with building management
- Asset Management: Maintain asset inventory