End User Support Specialist

Location: Redmond, Washington (Onsite)
Type: Contract

About the Role

The End User Computing (EUC) Engineer is responsible for engineering, managing, securing, and optimizing enterprise end-user technology environments. The role focuses on desktop and mobile device management, software deployment, endpoint security, Active Directory administration, and end-user support across Windows and macOS platforms.

Responsibilities

• Standard Operating Environment (SOE)
  • Create and maintain SOE images aligned with organizational standards.
  • Develop and manage SOE configuration image projects.
  • Update and maintain software images.
  • Perform testing, validation, and quality assurance.
  • Identify software conflicts and compatibility issues.
  • Conduct malware protection activities during image creation.
  • Maintain documentation and update ITSM records.
• Platform Engineering (Intune Administration)
  • Recommend EUC platform standards and architecture.
  • Evaluate desktop applications and consolidation opportunities.
  • Test new standards against existing infrastructure.
  • Document exceptions and technology evaluations.
  • Track activities through ITSM processes.
• Software Distribution & Management (Intune/SCCM)
  • Develop software packaging and deployment standards.
  • Create deployment-ready packages (MSI, IntuneWin, etc.).
  • Conduct pre-deployment testing.
  • Ensure software licensing compliance.
  • Schedule and monitor deployments.
  • Troubleshoot installation failures.
  • Maintain deployment documentation and reporting.
• Mobile Device Management (MDM)
  • Configure and administer Microsoft Intune MDM.
  • Manage device enrollment processes.
  • Configure security policies and compliance controls.
  • Deploy and manage mobile applications.
  • Monitor compliance and generate reports.
  • Support users with device enrollment and configuration.
• Active Directory Administration
  • Implement and maintain AD security controls.
  • Create and manage Group Policy Objects (GPOs).
  • Monitor AD performance and health.
  • Generate compliance and security reports.
  • Maintain Active Directory documentation.
• Apple Device Management (JAMF)
  • Administer JAMF Pro for macOS and iOS devices.
  • Create and deploy policies and configuration profiles.
  • Package and deploy macOS applications.
  • Monitor compliance, inventory, and device health.
  • Troubleshoot enrollment and device management issues.
  • Maintain JAMF documentation.
• End-User Support
  • Troubleshoot laptop, desktop, and printer issues.
  • Understand end-user problems and provide resolutions.
  • Escalate complex issues to L2/SME teams.
  • Handle ticket triaging and management.
  • Support customer calls for SCCM, Intune, and Autopilot deployments.
  • Implement and support MFA.
  • Administer MAM/MDM.
  • Troubleshoot Windows and macOS environments.
  • Configure printers and VPN/network connectivity.
  • Manage ServiceNow tickets.
  • Perform Windows and macOS upgrades.
  • Support Microsoft 365 applications: Outlook, Teams, OneDrive.
• Deliverables
  • Process Flow Documentation.
  • Knowledge Transfer and Mentoring.
  • Project Deliverables Documentation.
  • Data Conversion and Data Maintenance Support.
  • Industry Best Practice Recommendations.
  • Out-of-the-Box Solution Recommendations.
  • Technical Configuration and Development Support.
  • Functional Team Participation.
  • Additional duties as assigned.

Requirements

• Core Technical Skills
  • Microsoft Intune
  • SCCM / MECM
  • Windows OS Engineering
  • Active Directory
  • Group Policy (GPO)
  • JAMF
  • Mobile Device Management (MDM)
  • Endpoint Security
  • PowerShell Scripting
  • Software Packaging & Deployment
  • SOE Image Creation & Maintenance
• Additional Skills
  • Strong troubleshooting and analytical skills.
  • Excellent documentation abilities.
  • Identity and Access Management knowledge.
  • Experience supporting Windows and macOS environments.
• Soft Skills
  • Excellent communication skills.
  • Customer-focused approach.
  • Strong problem-solving abilities.
  • Ability to work in a fast-paced support environment.

Qualifications

Preferred candidate profile: 5–8 years of experience in End User Support / EUC Operations.