End User Computing Specialist

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary

The End User Computing Specialist provides support to the Internal IT team by ensuring fellow colleagues are operating at peak efficiency. This role works in partnership with cross-functional teams to resolve IT issues in a
collaborative and responsive manner.

Essential Duties and Responsibilities

• Provides support to cross-functional teams, with a high attention to detail

• May assist in training and/or leading new team colleagues

• Serves as first line of contact for IT related issues across the organization

• Receives reported issues and tickets, prioritizing and resolving issues accordingly

• Escalates and assigns colleague issues to appropriate IT team members if needed

• Develops and builds relationships cross-functionally

• Documents all relevant information and steps taken while resolving tickets and IT issues

• Maintains IT knowledge via online resources, updating and creating useful knowledge base articles as
needed

Knowledge, Skills, and/or Abilities Required

• Ability to perform routine situations and procedures with limited supervision

• Excellent customer service skills

• Strong team player with ability to build positive and collaborative relationships within the ConnectWise
organization

• Knowledge servicing, troubleshooting, and repairing laptop and desktop hardware

• Ability to identify and resolve common IT problems

• Ability to identify and resolve moderately complex and advanced problems by applying documented
procedures or researching identified issues

• Knowledge of Microsoft Active Directory, VoIP phone system, VMWare, TCP/IP networking, VLANs
concepts, PowerShell, Windows 10 and MACOS

• Familiarity with PowerShell

Educational/Vocational/Previous Experience Recommendations:

• Requires broad knowledge of job procedures and tools

• 3+ years of relevant experience

• Preferred: Relevant secondary education and/or industry certifications

Working Conditions

• Onsite/Hybrid/Remote depending on location

• 0-10% travel may be required

• Ability to lift and move at least 25 pounds

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.