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# IT End User Support Specialist

- **Company:** Astreya Partners
- **Location:** New York, United States
- **Experience:** Expert
- **Salary:** $85,114.0 - $134,410.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Android Software Development, Apple IOS, Apple Mac Systems, Collaborative Software, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Microsoft Exchange Server, Knowledge Management, Network Troubleshooting, Virtual Desktops, Productivity Software, Remote Access Technology, TCP/IP, Visual Systems, Wireless Networks, Enterprise Software Applications, Microsoft InTune, Laptops, Servicenow
- **Published:** July 1, 2026
- **Apply:** https://www.dice.com/job-detail/f2d577e4-2f53-4186-ae2d-a86e864d262d

## About the Role

Astreya is seeking a highly skilled and customer-focused IT End User Support Specialist (L4) to provide advanced onsite and remote technical support within a demanding, fast-paced enterprise environment. This role requires a seasoned IT professional with deep technical expertise across endpoint technologies, enterprise systems, collaboration platforms, and infrastructure services.
The ideal candidate is a self-directed problem solver who thrives in high-volume environments, can effectively manage multiple concurrent support channels (walk-ups, phone calls, chat sessions, tickets, and executive requests), and consistently delivers exceptional customer experiences. This individual possesses strong technical troubleshooting capabilities, exercises sound judgment when escalating issues, and conducts thorough root cause analysis and due
diligence before engaging higher-tier support teams.

Success in this role requires technical excellence, process discipline, operational maturity, and the ability to support a diverse user population ranging from general employees to executive leadership., 8+ years of hands-on IT End User Support experience within medium-to-large
enterprise environments supporting diverse and demanding user populations.
Demonstrated experience supporting executive leadership, business-critical teams, and
high-availability operational environments.
Proven ability to manage multiple concurrent support channels and competing priorities while maintaining exceptional customer service and technical quality.
Strong analytical and problem-solving skills with a track record of independently researching and resolving complex technical issues.
Advanced administration and troubleshooting experience with Windows 10/11 and macOS.
Deep understanding of Microsoft Intune, endpoint security and compliance platforms, and MDM

Strong working knowledge of:
TCP/IP; DNS; DHCP; VPN technologies; wireless networking; network
troubleshooting methodologies; and Microsoft Exchange / Exchange Online

Advanced support experience with:
Microsoft 365; Microsoft Teams; Zoom; Enterprise telephony and conferencing platforms; and messaging and collaboration tools

Advanced troubleshooting of laptops and workstations; docking stations; printers; audio/visual systems; and peripheral devices
Preferred Qualifications
Experience supporting financial services, trading environments, or other high-pressure, mission-critical business operations.
Experience with ServiceNow or enterprise ITSM platforms.
ITIL Foundation certification.
Microsoft, Apple, or other relevant industry certifications.
Experience participating in enterprise technology deployments, migrations, and workplace modernization initiatives.
Key Competencies
Technical Depth and Expertise
Customer Obsession
Process Discipline and Operational Excellence
Independent Problem Solving
Executive Presence
Prioritization and Time Management
Written and Verbal Communication
Adaptability in High-Pressure Environments
Collaboration and Teamwork
Continuous Learning and Improvement

## Description

Technical Support & Troubleshooting
Serve as a senior point of contact for end-user technology support, providing advanced troubleshooting and resolution for hardware, software, operating systems, networking, mobility, and collaboration technologies.
Diagnose and resolve complex technical issues across Windows, macOS, Linux, iOS, Android, virtual desktop environments, productivity applications, and enterprise services.
Manage and prioritize multiple simultaneous support engagements including walk-up requests, phone calls, chat sessions, ticket queues, and executive escalations while maintaining high service levels.
Perform comprehensive technical analysis, root cause investigation, and independent research to resolve issues before escalation.
Identify recurring incidents and collaborate with engineering, infrastructure, security, and platform teams to implement permanent solutions.
Service Delivery & Customer Experience
Deliver white-glove support to end users, traders, executives, and business-critical teams with professionalism, urgency, and discretion.

Act as an advocate for the end user, ensuring issues are fully resolved and service expectations are consistently exceeded.
Effectively communicate technical concepts and resolution plans to both technical and non-technical stakeholders.
Maintain ownership of issues from intake through resolution, ensuring timely updates and follow-through.
Process & Operational Excellence
Adhere to and improve established ITIL-based support processes, knowledge
management practices, and operational procedures.
Create and maintain high-quality technical documentation, knowledge articles, and troubleshooting guides.
Ensure accurate ticket documentation, categorization, prioritization, and resolution tracking.
Analyze support trends and proactively identify opportunities to improve service quality, efficiency, and user experience.
Participate in endpoint lifecycle management activities, including deployments, refreshes, inventory management, and asset tracking.
Collaboration & Escalation Management
Partner closely with Infrastructure, Security, Network, Platform Engineering, Workplace Services, and third-party vendors to drive issue resolution.
Escalate issues appropriately with detailed troubleshooting documentation, supporting evidence, and business impact assessments.
Provide mentorship and technical guidance to junior support team members when
needed.
Support office technology projects, migrations, upgrades, and special initiatives.


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