End User Support Specialist

End User Support Specialist page is loaded## End User Support Specialist locations:
Charlottesville, VAtime type:
Full time posted on:
Posted 6 Days Agojob requisition :
JRMicro

Aire Surgical Instruments LLCAs a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
** Micro Aire, who we are:
**** Micro Aire Surgical Instruments**,**** (Charlottesville, VA) is a wholly-owned subsidiary and one of five companies within the Medical Group of Marmon Holdings, a Berkshire Hathaway company. Micro Aire is a mid-sized medical device solutions company with a 45-year legacy of quality and innovation. With well-recognized brands, the company is uniquely positioned as a leader in specialty markets, including minimally invasive medical devices and equipment for aesthetics/reconstruction, endoscopic soft tissue release, and orthopedic accessories.

Micro Aire designs, manufactures, and markets cutting-edge medical devices that empower surgeons to push the boundaries of surgical precision, delivering safe, efficient, and high-quality patient outcomes.
** Position Summary
** Micro Aire is seeking an experienced
** End User Support*
* ** Specialist
* * to lead the design, governance, and continuous improvement of our enterprise endpoint computing environment. This role reports directly to the Sr. Manager IT and owns endpoint architecture and service outcomes for laptops, desktops, mobile devices, and productivity software, with a strong focus on user experience, security, and scalability.

The ideal candidate brings advanced technical judgment, a service‐management mindset, and a passion for automation and AI‐enabled support. This role plays a critical part in enterprise initiatives including system modernization, Microsoft 365 E5 adoption, and M&A integrations—helping Micro Aire scale efficiently as we grow.
** What You’ll Do
**** Endpoint Architecture & Engineering (Primary Focus)
*** Design and manage standardized endpoint images, configurations, security baselines, and application packaging for laptops, desktops, and mobile devices
* Own endpoint lifecycle standards, including provisioning, deployment, upgrades, and retirement
* Continuously improve endpoint performance, reliability, security, and user experience
* Serve as the technical authority for endpoint engineering decisions and complex issue resolution
** Service Management & SLA Ownership
*** Oversee service outcomes for end user devices across incident, request, and problem management, including Tier 1 internal customer support.
* Apply ITIL and SLA metrics to monitor service health and drive improvements
* Analyze service trends to identify root causes, automation opportunities, and systemic issues
* Lead continuous improvement initiatives to enhance reliability and support at scale
** Project Leadership & Enterprise Initiatives
*** Lead and contribute to enterprise‐wide endpoint and productivity platform projects, including:  + Device refreshes and OS upgrades  + Microsoft 365 E5 rollouts  + Email domain consolidation and migration efforts
* Partner with infrastructure, security, and application teams to align endpoint strategy with enterprise architecture
* Support M&A activity by designing scalable endpoint integration and migration approaches
** Service Desk Platforms, Automation & AI
*** Drive implementation and enhancement of service desk tools and processes
* Design and deploy automation and AI‐enabled solutions to reduce manual effort and improve time to resolution
* Evaluate emerging technologies that improve self‐service, efficiency, and long‐term support scalability
** Governance, Documentation & Collaboration
*** Establish and maintain technical documentation, standards, and design artifacts
* Act as an escalation point for complex issues, providing leadership rather than routine troubleshooting
* Collaborate with vendors, offshore partners, and internal…