End-User Support Specialist
Core
Provide comprehensive IT support and ensure seamless operations for a global workforce, including managing technical issues, onboarding/offboarding, and project rollouts.
Role type
End-User Support Specialist (Tier 1/2)
Builds
IT infrastructure stability, user productivity, and successful deployment of global IT initiatives.
Domain
Enterprise IT Operations / End-User Computing
Required skills
hardware troubleshooting, OS patching, application updates, Citrix VDI management, Windows 11 rollout, domain migration, inventory management, secure data deletion, VPN configuration, ticket queue management, user training, technical documentation
Preferred skills
Microsoft Endpoint Manager (MEM), ITIL processes, enterprise device management, security incident management, compliance standards
Technologies
Citrix VDI, Windows 11, Microsoft Endpoint Manager (MEM), Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic
Responsibilities
Perform IMAC activities including annual device refresh; Manage incidents for hardware, OS, applications, Citrix VDI, printers, and connectivity; Provide on-call support for Tier 1 and Tier 2 security incident tickets; Handle onboarding/offboarding tasks and miscellaneous IT requests; Support initiatives such as Windows 11 rollout, domain migration, and hardware refresh; Conduct User Acceptance Testing for new images and projects; Manage OS and application patching/feature updates; Deliver global new-hire IT orientation and remote training; Create and maintain end-user instructions and technical documentation; Provide VIP support for Customer C and C+1 team (~75 users); Interface with hardware vendors for planning and problem resolution; Configure and troubleshoot VPN clients; Perform secure data deletion before disposal or user reassignment
Seniority
Mid-level, hands-on IC