End User Support Engineer

About the Position

The Technical Support Specialist focuses on providing exceptional technical support and service to end-users within the organization, specializing in end-user computing technologies. In this role, you will troubleshoot and resolve technical issues related to desktop computing, mobile device management, and software applications. You will work directly with customers and internal staff to deliver timely and effective solutions, ensuring smooth operations and minimal downtime.

As a Technical Support Specialist, your ability to maintain professional and courteous communication with users is critical. The position involves working in a structured, fast-paced environment where multitasking, adaptability, and problem-solving are essential. In addition, you will collaborate with cross-functional teams to support the organization’s IT needs.

The role also involves leveraging modern endpoint management tools like Azure Intune and Microsoft Entra for device management, security, and identity governance. This is a customer-facing role, so strong interpersonal and communication skills are essential.

• An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a closely related field is preferred, along with 2+ years of professional experience. Candidates with a minimum of four (4) years of equivalent professional experience, in lieu of a degree, will also be considered.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are preferred but not required.
• Other combinations of education and experience may be considered in substitution for the minimum qualifications.

• Minimum of 2 years of experience in technical support or help desk environments.
• 3+ years administering or supporting enterprise collaboration tools (e.g., Jira/Atlassian Suite, Slack, Microsoft Teams, SharePoint, Salesforce, or similar).
• Hands‑on experience with Jira administration (workflows, custom fields, permissions, dashboards, integrations).
• Experience with Microsoft Windows operating systems, desktop applications, and troubleshooting hardware/software issues.
• Familiarity with cloud-based tools such as Azure Intune for endpoint management.
• Basic understanding of security practices, including endpoint protection, encryption, and multi‑factor authentication (MFA).
• Knowledge of Microsoft Entra for identity management and access governance.
• Experience with ticketing systems (e.g., Jira, Service Now) for issue tracking and resolution.

• (This is not an all‑inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)

• Administer Jira Service Management (ITSM), including request types, service catalogs, SLAs, automation rules, and queues to support IT operations and service delivery.
• Develop dashboards, filters, and reports to provide actionable insights for IT, security, development, and business teams.
• Serve as the primary administrator for Jira, including configuration, customization, and user support.
• Support and maintain additional collaboration platforms (Slack, Microsoft Teams, SharePoint, Confluence, and others).
• Partner with stakeholders to gather requirements and implement improvements to workflows, dashboards, and integrations.
• Provide technical support to end‑users for desktop, laptop, and mobile devices, ensuring efficient resolution of hardware, software, and connectivity issues.
• Manage and troubleshoot devices using Microsoft Intune, including configuration profiles, application deployment, and security compliance.
• Utilize Microsoft Entra for managing identity, access control, and security policies across devices and applications.
• Collaborate with cross‑functional teams to support the organization’s IT needs, resolving complex technical issues as necessary.
• Communicate effectively with users to understand their needs, explain technical concepts, and provide solutions in a clear and user‑friendly manner.
• Implement and maintain basic security measures, such as enforcing multi‑factor authentication (MFA), encryption, and compliance with security protocols.
• Create and…