End User Services Support Specialist

End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. The role focuses on operational execution, consistency, and attention to detail to free staff for higher-level strategic initiatives., Core Responsibilities (Tier 2 / Escalations)

• 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.

Hands-On End User Support (Desk-Side & Remote)

• 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.

• Diagnose 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.

Basic Network Troubleshooting

• Support 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.

Active Directory (AD) & Entra ID (Hybrid Identity)

• Support Active Directory and Entra ID user

• Manage group memberships (security and distribution) and validate access changes based on approved requests.

• 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).

• Demonstrate familiarity with Entra ID / Active Directory hybrid identity concepts and hybrid-joined devices, including how they impact sign-in, access, and device management.

Microsoft Intune - iOS & Windows

• Support and maintain Intune policies, configuration profiles, and compliance settings.

• Troubleshoot device enrollment, policy application, and configuration issues.

• Support iOS/iPadOS and Windows device management workflows.

Windows Autopilot & Device Deployment

• 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.

Software Packaging & Application Deployment

• 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.

Microsoft 365 / Office 365 Support

• 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.

Hardware Refresh & Lifecycle Management

• Coordinate hardware refresh activities, replacements, and device lifecycle tracking.

• Assist with inventory accuracy, logistics, and refresh documentation.

Patching, Security & Operational Coordination

• Support endpoint patching and vulnerability remediation efforts through operational follow through.

• Coordinate with internal teams and vendors as needed for endpoint security tooling.

ServiceNow & Asset Support

• Have a strong understanding of managing assets and configuration items in ServiceNow.

• Assist with asset lifecycle tracking and operational process improvements.

Cellular Provider Administration

• Assist with 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., Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Integrated Product Team Lead-Sr. Project Engineer (WSI) V2X

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• 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., * 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.

Core Competencies

• Customer first mindset

• Highly organized and detail oriented

• Reliable operational execution

• Clear written and verbal communication

• Ability to follow and improve documented processes

Skills

Intune Troubleshooting, Win32 App Packaging/Deployment, Windows configuration policies, M365 Admin, tier 2 support, powershell scripting

Top Skills Details

Intune Troubleshooting,Win32 App Packaging/Deployment,Windows configuration policies,M365 Admin,tier 2 support,powershell scripting

Additional Skills & Qualifications

• Experience with Windows Autopilot and device provisioning workflows.

• Exposure to ServiceNow (ITSM, knowledge, or asset management).

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