• End User Support Specialist I

    Job Locations US-NC-Raleigh
    Job ID
    # of Openings
    Information Technology
  • The Position

    The End User Support Specialist I will provide end-user support for assigned desktop, mobile devices or telephone systems and will diagnose, troubleshoot, and resolve basic and moderate technical problems. They will operate under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and procedures. 

    Job Responsibilities

    • Responsible for basic work assigned from a problem or incident management queue to final resolution
    • Identify, solve, and prevent the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services
    • Review and investigate all IT-related problems to determine cause and most appropriate solution and provide information and explanation to end users on problem resolution
    • Keep end user updated on the status of open trouble tickets and escalate more complex problems to Desktop Engineers or other support teams
    • Continually update problem tickets including call notes with status and categorization changes
    • Participate in the IT ServiceDesk call rotation
    • Complete requests to install and set up new user physical and virtual desktops, deliver packaged software installations as needed and install\change phone setups, contact center groups, attendant console, and web/voice conferencing
    • Responsible for the administration of the following end user support functions: 
      • Physical and virtual desktop environments
      • Telephone systems
      • Remote desktop access
      • Mobile end points
      • Anti-virus, client firewall
      • Thin client management
      • Incident management
      • Application packing
    • Identify opportunities for process improvements to the IT service delivery and represent the end user’s perspective in policy improvement discussions
    • Participate in the IT service metrics gathering and delivery process to ensure our service level agreements are being met
    • Assist with conference room meetings including Crestron units, Zoom kits, and similar video conferencing tools


    Desired Skills/Experience

    • Combination of A+ or Network+, and MCDST certification or equivalent
    • Strong interpersonal and oral and written communication skills to provide quality customer service
    • Ability to enforce established corporate guidelines, policies and procedures
    • Excellent organizational skills
    • Ability to manage time well in a fast paced environment and prioritize tasks
    • Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android



    Required Skills/Experience

    • Must be authorized to work in the United States without requiring sponsorship
    • 3+ years’ supporting desktop systems, mobile device management solutions, application virtualization Microsoft OS, Office and Collaboration software
    • 3+ years’ demonstrated performance in a direct customer support role
    • Basic knowledge of dependent End User compute technologies including VMware ESXi, Active Directory, networking and storage area networks and servers
    • Excellent analytical and problem solving skills
    • Ability to perform moderate troubleshooting and in-depth research, and develop solutions to basic problems


    • Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s)

    The Company

    Arch Capital Group Ltd. is a Bermuda-based company which provides insurance, reinsurance and mortgage insurance on a worldwide basis.  Arch Capital Services Inc. provides support and expertise to entities across ACGL to help them operate effectively and efficiently. Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company.


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