End User Support Technician

As an End User Support Technician, you will be responsible for supporting and maintaining end user computer systems, desktops, laptops, managing access and rights to business applications, application issue reproduction steps and triage to vendors (e.g. Acumatica ERP), Office 365 accounts, end-user AI technologies (Copilot, Claude, and meeting recording/transcription services), MFA, remote desktop technology (RDS/RDP), hard phones, soft phones, and variety of application software installations, Microsoft Teams, OneDrive, shared folders, mobile device hardware (iPhones, Android, Surface Pro tablets, etc.) and peripheral devices (printers, some lab devices, etc.). Maintain adequate knowledge of current hardware and software in use to maximize efficiency of the network and user's utilization of said systems and resources. Analyze and resolve user's technical problems in a timely and accurate manner and provide end user assistance and training where required.

Essential Duties & Responsibilities

• Documenting, tracking, and monitoring problems to facilitate a timely resolution
• Answering questions and providing information, advice and instructions to clients
• Monitor incident requests and process first-in first-out based on priority
• Demonstrate excellent customer service via phone and proven ability to professionally communicate via email
• Applying diagnostic techniques for problem troubleshooting to identify root cause and direct to appropriate escalation resource as needed
• Excellent time management and organizational skills and is comfortable working without direct supervision to troubleshoot and assist customers
• Performs other duties/projects as needed or assigned to support the team.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Work Environment

Work is performed indoors in an office environment using standard office equipment such as computers, phones, tablets, printers, and scanners.

Physical Demands:

• Continuous
  • Answering the phone
  • Computer input and typing
  • Handling computer hardware, network/power cables
• Frequent:
  • Sedentary work
  • Precision type work

• Occasional:
  • Lifting under 40 lbs.
  • Dusty or moldy environment
  • Standing and walking
  • Driving (to remote offices)
  • Bending

• Rarely:
  • Lifting over 40 lbs.
  • Using oil or chemicals
  • Climbing ladders and stairs
  • Reaching (push/pull)
  • Adjustment of eye to bring object into sharp focus.
  • Ability to identify and distinguish colors.

Position Type & Hours

Full‑time, Monday-Friday, 7:30 AM to 4:30 PM on-campus presence in Cranston, RI headquarters (with 1-hour of break time). Occasional evening or weekend work may be required.