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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technician, End User Support - **Company:** Addison Group - **Location:** Chicago, IL, United States - **Experience:** Expert - **Salary:** $75,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Automatic Call Distributor, VoIP, Dynamic Host Configuration Protocol, Domain Name System (DNS), System Center Configuration Manager, Network Connections, Windows PowerShell, Azure Active Directory, Software Engineering, TCP/IP, Virtual Local Area Networks, Microsoft InTune, Deployment Automation, 3-tier Architectures - **Published:** September 28, 2026 - **Apply:** https://www.juju.com/job/16_ae3e53f53 ## About the Role · 5+ years of experience in corporate Help Desk or Deskside Support. · Advanced expertise in Windows 11, including PowerShell scripting and Group Policy (GPO). · Deep proficiency in the Microsoft 365 environment, including Exchange Online and Entra ID (Azure AD). · Expert knowledge of endpoint management tools such as Intune, SCCM, and Autopilot. · Experience with VOIP/soft phones and admin consoles, call routing, and management. · Strong understanding of advanced networking concepts, including TCP/IP, DNS, DHCP, and VLANs. · Proven project management skills with the ability to lead cross-functional initiatives independently. · High attention to detail and professional communication skills for executive-level interaction. · Resourcefulness and problem-solving aptitude · Willingness to provide occasional after-hours support for critical project cutovers or executive needs. ## Description The Senior End User Support Technician acts as the primary technical lead and highest escalation point for the deskside support team. While mid-level technicians focus on resolving Tier 2 issues, the Senior Technician manages complex infrastructure-level endpoint challenges, leads technical projects, and provides technical mentorship to junior staff. This role bridges the gap between end-user support and the broader Infrastructure and Security teams to ensure a secure and optimized computing environment., Operational Mentorship & Standards · Provide technical guidance, mentoring, and peer review for Associate and mid-level Technicians. · Standardize documentation and develop "Gold Build" configurations for the team's knowledge base. · Oversee the accuracy of the global asset management system and perform periodic audits. · Collaborate with Level 1 support and infrastructure teams to streamline ticket triage and escalation workflows. Technical Support · Serve as the final Tier 3 escalation point for complex hardware and software issues that cannot be resolved by the broader team. · Deliver white-glove support and high-touch service, including C-level executives. · Lead large-scale hardware refresh programs, OS migrations, and site-wide technology deployments. · Perform deep-dive root cause analysis for recurring technical trends and implement permanent system fixes. · Manage and optimize automated deployment tools, including system imaging, Intune, and SCCM packaging. · Oversee the health and security compliance of the endpoint fleet · Manage the lifecycle and advanced configuration of conference room A/V technology to ensure meeting readiness. · Provide hands-on support for hardware, software, peripherals, and network connectivity. · Rare off-hours or weekends as needed ## Related Videos - [Hacking MSSQL on Cloud. All of them. 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