End User Support Specialist

The End User Support Specialist provides frontline technical support for all end-user technology, ensuring employees have reliable, secure, and effective access to the tools they need to perform their jobs. This role combines strong troubleshooting skills with excellent customer service and is responsible for maintaining desktops, laptops, mobile devices, peripherals, collaboration tools, and related services across the enterprise., End User Support

• Serve as the escalation point for complex end-user technical issues (hardware, software, networking, collaboration tools).
• Support and maintain Windows/Mac endpoints, mobile devices, printers, and peripherals.
• Manage imaging, deployment, and lifecycle of end-user hardware.
• Troubleshot Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other enterprise applications.

Service Management

• Respond to service desk escalations, incidents, and requests within defined SLAs.
• Document issues, solutions, and knowledge articles for recurring problems.
• Contribute to ITIL-based processes (incident, request, change).
• Technology Standards & Projects
• Implement and enforce end-user technology standards (devices, collaboration, security).
• Participate in IT projects such as HQ relocations, new warehouse builds, and software rollouts.
• Assist with network/Wi-Fi validation, video conferencing setups, and conference room technology.
• Support patching, endpoint security, and compliance requirements.

Collaboration & Continuous Improvement

• Partner with infrastructure, networking, and security teams to ensure seamless user experience.
• Provide feedback on recurring issues to drive process improvement.
• Train end users on new tools and best practices.

• Associate or bachelor’s degree in IT, Computer Science, or related field (or equivalent work experience).
• 0 - 3 years of experience in end-user support, IT helpdesk, or desktop support.

Technical Skills

• Proficiency in Windows 10/11, macOS, and mobile OS (iOS/Android).
• Strong knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
• Experience with Active Directory, Intune, SCCM, or similar endpoint management tools.
• Familiarity with video conferencing platforms, Wi-Fi troubleshooting, and device imaging.
• Understanding of ITIL principles, patching, and endpoint security solutions.

Soft Skills

• Strong customer service orientation with clear communication skills.
• Ability to troubleshoot methodically and explain solutions in user-friendly terms.
• Self-motivated with the ability to prioritize and manage multiple tasks.