End User Specialist

Top Skills' Details-Tier 2 Support
-Advanced Windows 10/11 troubleshooting
-Active Directory (on-prem) and Entra  (Azure AD)
-End-user networking fundamentals including TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting.
-ITSM tools (Service Now, Jira, Fresh service, etc.)
-Strong organizational skills, attention to detail, and clear written/verbal communication.
Description
End User Services Support Specialist
Position Summary
End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. The role focuses on operational execution, consistency, and attention to detail to free senior staff for higher-level strategic initiatives.

Key Responsibilities
Core Responsibilities (Tier 2 / Escalations)
Resolve escalated tickets from Tier 1 related to end-user hardware, software, and access issues; own issues through resolution with clear, professional communication.
Use ITSM tooling to track, document, and communicate work performed, troubleshooting steps, and outcomes.
Perform root cause analysis, identify recurring issues, and document solutions as knowledge base articles and end-user guides.
Escalate unresolved issues to Tier 3 with complete technical notes, timelines, and reproduction steps to enable efficient resolution.
Provide white-glove support for executives and key business users when required, including proactive follow-up and coordination across IT teams.
Hands-On End User Support (Desk-Side & Remote)
Install, configure, and troubleshoot desktops/laptops, printers, and mobile devices (iOS/Android) both desk-side and remotely.
Troubleshoot Windows 10/11 and macOS issues (profiles, connectivity, application performance) at an advanced, end-user support level.
Diagnose and resolve common hardware and peripheral issues (docks, monitors, keyboards, mice, headsets, printers/scanners) and coordinate warranty repair as needed.
Support user onboarding/offboarding tasks including device setup, accessory issuance, and basic access validation.
Basic Network Troubleshooting
Support VPN, Wi-Fi, and basic network connectivity issues for end users; isolate device vs. network vs. identity/account causes.
Apply TCP/IP fundamentals to troubleshoot addressing, gateway reachability, and DNS basics; document findings for escalation when needed.
Validate known outages/service health and coordinate with network/security teams during broader incidents.
Active Directory (AD) & Entra  (Hybrid Identity)
Support Active Directory and Entra
Manage group memberships (security and distribution) and validate access changes based on approved requests.
Perform password resets and assist with account lockout troubleshooting in alignment with security procedures.
Troubleshoot common identity and authentication issues including MFA registration/challenges and Conditional Access-related access blocks (within defined support scope).
Demonstrate familiarity with Entra  / Active Directory hybrid identity concepts and hybrid-joined devices, including how they impact sign-in, access, and device management.
Microsoft Intune - iOS & Windows
Support and maintain Intune policies, configuration profiles, and compliance settings.
Troubleshoot device enrollment, policy application, and configuration issues.
Support iOS/iPadOS and Windows device management workflows.
Windows Autopilot & Device Deployment
Execute standardized laptop and mobile device deployments, including white glove provisioning.
Validate required applications, security tools, and branding prior to device shipment.
Assist with device enrollment and access workflows during setup.
Software Packaging & Application Deployment
Package, test, and deploy applications through Intune (Win
32/MSI).
Configure install/uninstall commands, detection rules, and basic requirement logic.
Support pilot testing and deployment monitoring.
Microsoft 365 / Office 365 Support
Diagnose and resolve Microsoft 365 issues including Outlook profile/mailbox access, Teams client functionality (calling, presence), One Drive sync troubleshooting, and basic SharePoint permissions.
Troubleshoot application access, licensing, permissions, and user configuration issues; partner with identity and security teams when issues involve authentication or policy enforcement.
Hardware Refresh & Lifecycle Management
Coordinate hardware refresh activities, replacements, and device lifecycle tracking.
Assist with inventory accuracy, logistics, and refresh documentation.
Patching, Security & Operational Coordination
Support endpoint patching and vulnerability remediation efforts through operational follow through.
Coordinate with internal teams and vendors as needed for endpoint security tooling.
Service Now & Asset Support
Have a strong understanding of…