End User Support Specialist

End User Support Specialist - Chubb External Careers

Key Responsibilities: • Provide first-level technical support to employees by addressing hardware and software issues, and logging, troubleshooting, and resolving help desk tickets. • Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly. • Act on incidents that are approaching or have reached the point of breaching our service level agreements. • Properly escalate incidents to the application owner according to the impact, severity, and urgency. • Collaborate with the Local & Regional Infrastructure team to manage the IT platform and keep the information systems in optimal operating condition. • Monitor and administer the network and its various applications to ensure system reliability, availability, and security. • Assist with new hire processing, including account requests, verification, and equipment configuration and setup. • Install, configure, and troubleshoot computer systems, hardware, and software. • Perform daily IT tasks and help maintain and update the company's IT systems, including servers and networks. • Support the IT team in managing user accounts, permissions, and IT inventory and asset tracking. • Solve problems with various appliances, including laptops, Dell Wyse projectors, Webex kits, monitors, printers, servers, and network equipment. • Assist with a wide range of issues, including connection problems, data access, network failures, poor computer performance, and VDI migration. • Configure and maintain network devices, such as routers, switches, firewalls, and VPNs, to ensure smooth and secure communication within the organization.

Monitor network bandwidth utilization using SolarWinds. • Install software updates, patches, and security fixes to keep systems up to date and protected against vulnerabilities and exploits using SCCM (System Center Configuration Manager) & Rapid7. • Implement and monitor security measures, such as firewalls, antivirus software, and intrusion detection systems, to protect the organization's data and systems from cyber threats. • Create and execute backup and disaster recovery strategies to maintain data integrity and reduce downtime during system failures or emergencies. Set up systems for high availability with backup and recovery, failover, load balancing, and complete redundancy strategies. Conduct regular system backups and recovery tests. • Maintain detailed documentation of IT systems, configurations, and procedures, and generate reports on system performance, security incidents, and compliance with IT policies. • Work closely with other IT professionals, such as Profile Admin, Network Engineers, Cybersecurity Analysts, Database Administrators, and Application Owners to coordinate IT projects and resolve complex issues collaboratively. • Maintain and update IT documentation, including user manuals and system configurations. • Assist in the implementation of IT projects and initiatives. • Train end-users on best practices for technology use and security protocols. • Collaborate with IT teams to enhance user experience and resolve complex issues. • Provide hands-on support to our specialist teams with server, network, and telephony infrastructures.

• Provide first-level technical support to employees by addressing hardware and software issues, and logging, troubleshooting, and resolving help desk tickets.
• Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.

• Minimum of 5 years of relevant experience in IT/Tech Support or related roles.
• Experience with ticketing systems and incident management using ServiceNow.

• 401k matching
• Health insurance
• Flight privileges

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