Desktop End User Support

Madision, CT
Full Time
Clarity Software Solutions

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.


We Offer:

  • Competitive compensation.
  • A full benefits suite including Medical/Dental & Vision plans.
  • 401k with company match.
  • A supportive and growth-oriented culture.


Job Summary:

We are seeking a skilled and customer-oriented End User Support Technician to join our team. As an End User Support Technician, you will play a crucial role in providing technical assistance and support to our end users, ensuring their efficient and effective use of computer systems, software applications, and other technology resources.


In this role, you will be responsible for diagnosing, troubleshooting, and resolving end user issues promptly, either remotely or through on-site visits. You will interact directly with end users, actively listening to their concerns, analyzing problems, and providing appropriate solutions. Excellent communication and interpersonal skills are essential to effectively communicate complex technical information in a user-friendly manner.


As an advocate for exceptional customer service, you will work diligently to maintain high levels of user satisfaction and productivity. You will maintain accurate records of incidents and service requests, following established protocols and utilizing ticketing systems. Collaborating with other IT teams, you will escalate and coordinate more complex issues to ensure swift resolution.


Essential Functions

  • Provide timely and professional technical support to end users via various channels, including phone, email, and in-person interactions
  • Diagnose and resolve hardware, software, and network-related issues, ensuring minimal disruption to end user productivity.
  • Install, configure, and troubleshoot computer systems, software applications, printers, and other peripherals
  • Collaborate with other IT teams to escalate and resolve complex technical issues
  • Document and maintain accurate records of incidents and service requests, following established protocols
  • Educate end users on the efficient and effective use of technology resources, providing user training as needed
  • Stay updated with the latest technologies and industry trends to enhance technical knowledge and skills
  • Contribute to the development and improvement of IT support processes and procedures
  • Adhere to security protocols and ensure end user compliance with organizational policies


Education Required

  • Associated Degree required.  Computer science focus is preferred.
  • BA/BS degree in computer Science is preferred.
  • Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus



Knowledge & Experience

  • At least 2-3 years of direct job-related experience required, such as Desktop Support, IT Technician
  • Proven experience as an End User Support Technician or similar role
  • Strong technical knowledge of computer hardware, software applications, operating systems, and networking
  • Proficiency in troubleshooting and resolving technical issues related to desktops, laptops, mobile devices, and peripherals
  • Familiarity with help desk ticketing systems and remote support tools
  • Flexibility to work outside regular business hours, if required


Personal Attributes

  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical end users
  • Exceptional customer service skills and a customer-oriented approach
  • Strong problem-solving and analytical thinking abilities
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment with minimal direction or supervision
  • Positive and professional attitude


Physical Demands

  • Must be able to sit at a desk 80 percent of the time
  • Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Must be able to operate a computer and other office products (i.e., a computer printer)
  • Must be able to lift no more than 25 pounds


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.   All individuals, regardless of personal characteristics, are encouraged to apply.  If you are a candidate with a disability in need of an accommodation or assistance in the application process, please contact 203.453.3999.  For more information regarding equal opportunity employment, refer to the EEO is the Law poster (Spanish version here)Clarity's EEO Policy, as well as the Pay Transparency Non-discrimination Provision.



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