IT Support Analyst II / Endpoint Specialist - onsite

About the role

The IT Support Analyst II / Endpoint Specialist supports, monitors, and resolves escalated technical issues to enhance the functionality, reliability, and security of corporate technology systems. This role serves as the primary escalation point for the Helpdesk, handling advanced troubleshooting across endpoints, Microsoft 365 platforms, and workplace technology.

Responsibilities

• Troubleshoot and resolve Microsoft 365 issues including Exchange Online, Teams, OneDrive, and SharePoint Online
• Support Entra ID (Azure AD) user, device, and access-related issues, including account provisioning and troubleshooting access challenges
• Administer and support Microsoft Intune including device enrollment, configuration, compliance, and remediation
• Manage the full endpoint lifecycle including device provisioning (Autopilot), deployment, replacement, and decommissioning
• Perform on-site support for employees, including troubleshooting hardware, peripherals, and office technology
• Deliver exceptional service to employees, including timely communication, ownership of issues, and full resolution of support requests
• Identify recurring issues and trends, recommending solutions to improve service levels and reduce operational friction
• Collaborate with systems, security, and engineering resources to escalate and resolve complex technical issues
• Absorb and provide backup coverage to the IT Helpdesk by supporting Tier 1 ticket intake, troubleshooting, and resolution as needed

Requirements

• 3+ years working in a corporate IT department in a support, desktop, or endpoint-focused role
• 3+ years working with Microsoft technologies such as Windows 11, Active Directory / Entra ID, and Microsoft 365 platforms
• Experience troubleshooting and supporting modern endpoint environments (laptops, mobile devices, docking stations, peripherals)
• Experience supporting Microsoft Intune in a production environment preferred

Skills & Capabilities

• Strong knowledge of modern computer hardware, operating systems, and enterprise software applications
• Proven ability to troubleshoot complex technical issues across multiple systems and platforms
• Strong customer service focus with the ability to communicate effectively with both technical and non-technical users
• Ability to take ownership of issues and drive them through to resolution
• Strong attention to detail and organizational skills
• Ability to prioritize and manage multiple tasks in a fast-paced, rapidly growing environment
• Desire to continuously learn and expand technical skillsets, particularly within Microsoft cloud technologies
• Experience in highly regulated environments is a plus