End User Support Specialist

Key Responsibilities

• Resolve escalated tickets from Tier 1 related to end-user hardware, software, and access issues; own issues through resolution with clear, professional communication.
• Use ITSM tooling to track, document, and communicate work performed, troubleshooting steps, and outcomes.
• Perform root cause analysis, identify recurring issues, and document solutions as knowledge base articles and end-user guides.
• Escalate unresolved issues to Tier 3 with complete technical notes, timelines, and reproduction steps to enable efficient resolution.
• Provide white-glove support for executives and key business users when required, including proactive follow-up and coordination across IT teams.
• Install, configure, and troubleshoot desktops/laptops, printers, and mobile devices (iOS/Android) both desk-side and remotely.
• Troubleshoot Windows 10/11 and macOS issues (profiles, connectivity, application performance) at an advanced, end-user support level.
• Detect and resolve common hardware and peripheral issues (docks, monitors, keyboards, mice, headsets, printers/scanners) and coordinate warranty repair as needed.
• Support user onboarding/offboarding tasks including device setup, accessory issuance, and basic access validation.
• Support basic network troubleshooting for VPN, Wi-Fi, and basic network connectivity issues for end users; isolate device vs. network vs. identity/account causes.
• Apply TCP/IP fundamentals to troubleshoot addressing, gateway reachability, and DNS basics; document findings for escalation when needed.
• Validate known outages/service health and coordinate with network/security teams during broader incidents.
• Manage Active Directory and Entra ID user groups, perform password resets, and assist with account lockout troubleshooting in alignment with security procedures.
• Troubleshoot common identity and authentication issues including MFA registration/challenges and Conditional Access-related access blocks (within defined support scope).
• Support Microsoft Intune – iOS & Windows, including maintaining Intune policies, configuration profiles, and compliance settings, and troubleshooting device enrollment, policy application, and configuration issues.
• Execute standardized laptop and mobile device deployments, including white glove provisioning, validate required applications, security tools, and branding prior to device shipment, assist with device enrollment and access workflows during setup.
• Package, test, and deploy applications through Intune (Win32/MSI); configure install/uninstall commands, detection rules, and basic requirement logic.
• Support pilot testing and deployment monitoring.
• Diagnose and resolve Microsoft 365 issues including Outlook profile/mailbox access, Teams client functionality (calling, presence), OneDrive sync troubleshooting, and basic SharePoint permissions.
• Troubleshoot application access, licensing, permissions, and user configuration issues; partner with identity and security teams when issues involve authentication or policy enforcement.
• Coordinate hardware refresh activities, replacements, and device lifecycle tracking; assist with inventory accuracy, logistics, and refresh documentation.
• Support endpoint patching and vulnerability remediation efforts through operational follow through; coordinate with internal teams and vendors as needed for endpoint security tooling.
• Have a strong understanding of managing assets and configuration items in ServiceNow; assist with asset lifecycle tracking and operational process improvements.
• Aid in cellular device provisioning, activation, and line management; support coordination with cellular providers (e.g., Verizon) including account updates and reviews; help track billing, changes, and follow up actions.

Required Qualifications

• 5+ years of experience in IT End User Services / Tier 2 support, including escalations and customer-facing troubleshooting.
• Advanced Windows 10/11 troubleshooting skills and working macOS support knowledge (profiles, connectivity, application support).
• Experience supporting Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) in an end-user environment.
• Identity & Access skills including Active Directory (on-prem) and Entra ID (Azure AD), group membership management, and MFA troubleshooting; familiarity with Entra/AD hybrid identity and hybrid-joined devices.
• End-user networking fundamentals including TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting.
• Hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates.
• Proficiency using ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits; ability to create knowledge base articles and support documentation.
• Strong organizational skills, attention to detail, and clear written/verbal communication.

Preferred Qualifications

• Experience with Windows Autopilot and device provisioning workflows.
• Exposure to ServiceNow (ITSM, knowledge, or asset management).
• Nice to have: Intune/MDM troubleshooting experience and familiarity with endpoint security agents (e.g., Microsoft Defender, CrowdStrike).
• Experience supporting hardware refresh programs.
• Experience coordinating or supporting cellular providers and mobile plans.