Endpoint Support Specialist

The Endpoint Support Specialist provides advanced end-user support and manage the lifecycle of endpoint devices across the organization. This role is hands-on and focuses on macOS environments, device management, and onboarding and offboarding.

The incumbent will serve as a key technical resource for endpoint support and Microsoft 365, and act as an escalation point for the service desk team.

Responsibilities

Endpoint Management and Mac Administration

• Manage the lifecycle of Mac devices, including ordering, configuring, provisioning, deploying, and decommissioning.
• Administer and maintain JAMF for device configuration, policy enforcement, deploy Security and operating system patches.
• Ensure endpoints meet security and configuration standards.

Onboarding and Offboarding

• Execute technical onboarding and offboarding processes for employees.
• Deliver onboarding orientation and basic system training.
• Provision hardware, software, and access based on role requirements.
• Coordinate with HR and security teams to ensure timely and secure transitions.

Advanced End User Support

• Resolve escalated ticketsfrom the service desk teampromptly and meet SLA targets for complex issues.
• Troubleshoot macOS, Microsoft 365, and endpoint-related issues.

Microsoft 365 and Application Support

• Serve as a technical resource for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Support identity and access tasks, including account provisioning and troubleshooting.
• Assist with issue resolution across enterprise applications.

Service Desk Escalation and Collaboration

• Act as an escalation point for service desk analysts.
• Provide guidance and knowledge sharing to the team.
• Help improve support processes and documentation.
• Manage and resolve Jira Service Management requests within defined SLAs; escalate appropriately.
• Order equipment and software through preferred vendors and maintain accurate asset inventory in accordance with policy.
• Provide technical support for dedicated events and assigned projects.
• Perform other duties as assigned.

Process Improvement and Documentation

• Document procedures and technical solutions.
• Identify opportunities to improve efficiency and user experience.
• Contribute to the continuous improvement of IT support operations.

Miscellaneous duties as assigned.

• Solid understanding of Microsoft 365 support, identity and access management, and device lifecycle management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Familiarity with scripting or automation, such as Bash or PowerShell, preferred.
• Exposure to endpoint security best practices, preferred.
• Relevant certifications such as JAMF Certified Associate or JAMF Certified Technician, ISC2 Certified in Cybersecurity CC, Microsoft 365 certifications, or similar, preferred.

Education and Work Experience

• High school diploma or equivalent, required. Degree in Information Technology, preferred.
• 3 to 5 years of experience in IT support, service desk, or endpoint management.
• Strong experience supporting macOS in a business environment.
• Hands on experience with JAMF or similar endpoint management tools.
• Experience supporting hardware and software in an enterprise environment.
• Experience supporting both Mac and Windows environments, preferred.
• Experience with ticketing systems and IT service management practices, preferred.

Physical and Mental Demands

• Regular daily attendance at the Alexandria, Virginia Office required.
• Work normal business hours and extended hours, evenings and weekends when necessary to meet deadlines.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Ability to lift up to 50 pounds.
• Participate in an on-call rotation (typically once a month).
• Up to 5% travel, required.

Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values - Integrity, Advocacy, Commitment, Inclusion, and Excellence - drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization - an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.