Clarity Software Solutions is a rapidly growing, innovative healthcare communications company located in Madison, CT. Since its inception in 2007, the company has continued to develop and attract over 100 creative and passionate individuals who are intelligent and want to be a part of something extraordinary. While the company works hard to maintain the high level of customer satisfaction that it’s known for, there is also time to celebrate achievements and foster working relationships. Clarity has been recognized for three consecutive years as one of the Best Places to Work in Connecticut by creating a fun, friendly and collaborative work environment. As Clarity continues to grow, it’s consistently recognized by industry leading organizations. Most recently ranking on the Inc. 5000 list of fastest growing private companies, Deloitte’s Technology Fast 500™, Marcum Tech Top 40 and Red Herring Top 100 North America.

We seek highly motivated, energetic individuals who will add value to our team. If you are experienced, high-energy, collaborative and thrive in a fun, fast-paced, technology-driven environment, Clarity may be a good fit for you. For consideration, please apply to the positions that best match your qualifications.

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 Know your Rights Poster (Spanish version here), Clarity's EEO Policy, as well as the Pay Transparency Non-Discrimination Provision .

Equal Opportunity Employer/Veterans/Disabled

End User Support Technician

Madison, CT

Full Time

Clarity Software Solutions

Experienced

End User Support Technician:

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:
The End User Support Technician is a skilled and customer-oriented position. 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. This position reports to the Manager, End User.

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
• Associate's 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.
•   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.

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