Endpoint Support Specialist

Overview

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The Endpoint Support Specialist provides advanced end‑user support and manage the lifecycle of endpoint devices across the organization. This role is hands‑on and focuses on macOS environments, device management, and onboarding and offboarding.

The incumbent will serve as a key technical resource for endpoint support and Microsoft 365, and act as an escalation point for the service desk team.

Endpoint Management and Mac Administration

• Manage the lifecycle of Mac devices, including ordering, configuring, provisioning, deploying, and decommissioning.
• Administer and maintain JAMF for device configuration, policy enforcement, deploy Security and operating system patches.
• Ensure endpoints meet security and configuration standards.

Onboarding and Offboarding

• Execute technical onboarding and offboarding processes for employees.
• Deliver onboarding orientation and basic system training.
• Provision hardware, software, and access based on role requirements.
• Coordinate with HR and security teams to ensure timely and secure transitions.

Advanced End User Support

• Resolve escalated tickets from the service desk team promptly and meet SLA targets for complex issues.
• Troubleshoot macOS, Microsoft 365, and endpoint‑related issues.

Microsoft 365 and Application Support

• Serve as a technical resource for Microsoft 365 applications, including Outlook, Teams, SharePoint, and One Drive.
• Support identity and access tasks, including account provisioning and troubleshooting.
• Assist with issue resolution across enterprise applications.

Service Desk Escalation and Collaboration

• Act as an escalation point for service desk analysts.
• Provide guidance and knowledge sharing to the team.
• Help improve support processes and documentation.
• Manage and resolve Jira Service Management requests within defined SLAs; escalat…
• Order equipment and software through preferred vendors and maintain accurate asset inventory in accordance with policy.
• Provide technical support for dedicated events and assigned projects.
• Perform other duties as assigned.

Process Improvement and Documentation

• Document procedures and technical solutions.
• Identify opportunities to improve efficiency and user experience.
• Contribute to the continuous improvement of IT support operations.

Miscellaneous duties as assigned.

• Solid understanding of Microsoft 365 support, identity and access management, and device lifecycle management.
• Strong troubleshooting and problem‑solving skills.
• Excellent communication and customer service skills.
• Familiarity with scripting or automation, such as Bash or Power Shell, preferred.
• Exposure to endpoint security best practices, preferred.
• Relevant certifications such as JAMF Certified Associate or JAMF Certified Technician, ISC2 Certified in Cybersecurity CC, Microsoft 365 certifications, or similar, preferred.

• High school diploma or equivalent,…