End User Support Specialist
Core
Provide responsive, high-touch technical support to professionals and leaders across the United States, resolving technology issues involving Microsoft 365, Windows, business applications, user access, connectivity, and collaboration tools.
Role type
Senior IC End User Support Specialist
Builds
Consistent user experience, new-hire readiness, and effective technology adoption across the firm
Domain
Professional Services / Enterprise IT Support
Required skills
Microsoft 365, Windows 10/11, enterprise applications, MFA/SSO, VPN, ticketing systems (JIRA), SLA management, ITSM practices, troubleshooting, analytical skills, problem-solving, customer service, communication, documentation, knowledge management, onboarding support, training delivery
Preferred skills
Executive-level white-glove support, onsite support experience
Technologies
Microsoft 365, Windows 10/11, JIRA, VPN, MFA/SSO
Responsibilities
Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within JIRA meeting defined SLAs; Provide enterprise software support for Microsoft 365, Windows, VPN/network connectivity, collaboration tools, and standard business applications; Support access, permissions, application configuration, authentication, and productivity issues; Deliver high-touch support for partners, executives, client-facing professionals, and other priority users; Escalate complex issues to appropriate specialists with clear documentation; Coordinate with offshore helpdesk team for shift coverage; Maintain accurate ticket notes, document repeat issues, and contribute to knowledge-base articles; Support new-hire IT onboarding and lead training sessions for end users
Seniority
Senior, hands-on IC