End User Support Specialist

About the role

The End User Support Specialist delivers high-quality technical support and ensures a seamless technology experience for employees across the organization. This role serves as the primary point of contact for IT support, resolving hardware, software, systems, and connectivity issues while maintaining a high standard of customer service in a fast-paced, regulated environment. In this role, you develop into a subject matter expert in end-user computing technologies, IT service delivery, and workplace productivity tools.

Responsibilities

• Provide front-line technical support for hardware, software, and systems issues in both onsite and remote work environments.
• Diagnose and resolve end-user issues related to laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
• Manage, prioritize, and track support requests through IT service management (ITSM) tools, ensuring timely resolution and clear communication with users.
• Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding activities.
• Maintain user accounts, access permissions, and identity management systems in accordance with security and compliance requirements.
• Troubleshoot issues involving Microsoft 365 applications, Teams, SharePoint, OneDrive, VPN connectivity, network access, and business applications.
• Escalate complex technical issues to appropriate support teams and coordinate resolution through completion.
• Create and maintain user guides, knowledge base articles, FAQs, and training materials to improve user self-service capabilities.
• Support conference room technology and ensure meeting spaces are operational and ready for business use.
• Identify opportunities to improve IT support processes, service delivery, and overall user experience.
• Perform other duties and projects as assigned.

Requirements

This role requires the ability to effectively manage multiple support requests while delivering exceptional customer service in a dynamic business environment. Success requires strong troubleshooting and analytical skills, sound judgment, attention to detail, and the ability to diagnose and resolve a broad range of technical issues. The position serves as a key interface between employees and technology systems and requires effective communication, collaboration, and follow-through to ensure business continuity and a positive user experience. The role must balance responsiveness, technical accuracy, security requirements, and compliance expectations while supporting evolving business needs.

Qualifications

• Bachelor’s degree in Information Technology or a related field, or equivalent combination of education and experience.
• 1–3 years of experience providing end-user, desktop, or technical support in a professional environment.
• Strong working knowledge of Windows operating systems and Microsoft 365 technologies, including Teams, SharePoint, Intune, and OneDrive.
• Experience supporting Active Directory and identity/access management processes.
• Experience using IT service management and ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
• Familiarity with networking fundamentals, including VPN connectivity, wireless networking, and general connectivity troubleshooting.
• Excellent troubleshooting, problem-solving, and organizational skills.
• Strong verbal and written communication skills with a customer-focused approach to support.

Skills

• Experience working in a regulated environment, such as medical device, pharmaceutical, biotechnology, or life sciences organizations.
• Industry certifications such as CompTIA A+, Microsoft certifications, or equivalent technical credentials.
• Experience supporting hybrid, multi-site, or global workforce environments.
• Familiarity with endpoint management, device lifecycle management, and modern workplace technologies.
• Knowledge of IT support best practices, service management processes, and continuous improvement methodologies.

Benefits

• Comprehensive healthcare benefits and health savings account.
• 401(k) plan with up to 5% company match which includes immediate vesting.
• Employee stock purchase plan at a 15% discount.
• Accrued paid time off.
• Discretionary bonus program for all full-time employees.
• Additional long-term incentives including stock awards.

Pay

Salary range: $66,000 – $90,000

Schedule

Full-Time

Location: Bedford, MA