Helpdesk Specialist

Job Summary
We are seeking a highly motivated and experienced technology professional to join our End User Services team in a hybrid role that blends hands‑on technical support with agile leadership and continuous improvement initiatives. This individual will play a key role in driving process improvements, implementing automation solutions for device provisioning and management, and evaluating new technologies to enhance the overall end user experience.

In addition to project coordination responsibilities — including facilitating meetings, tracking action items, and designing and deploying solutions — this person will engage directly with end users several times per week at our Xpress Desk walk‑up IT support stations, gathering real‑time feedback and providing expert assistance.
Job Summary
We are seeking a highly motivated and experienced technology professional to join our End User Services team in a hybrid role that blends hands‑on technical support with agile leadership and continuous improvement initiatives. This individual will play a key role in driving process improvements, implementing automation solutions for device provisioning and management, and evaluating new technologies to enhance the overall end user experience.

In addition to project coordination responsibilities — including facilitating meetings, tracking action items, and designing and deploying solutions — this person will engage directly with end users several times per week at our Xpress Desk walk‑up IT support stations, gathering real‑time feedback and providing expert assistance.
Responsibilities

• Lead and facilitate agile ceremonies and continuous improvement efforts within the End User Services team
• Coordinate and manage project work including scheduling meetings, tracking action items, and driving initiatives to completion
• Design and implement automation solutions for device provisioning and endpoint management
• Analyze and evaluate new technologies and solutions to improve the end user technology experience
• Provide direct end user support at Xpress Desk walk‑up IT stations multiple times per week
• Manage and support endpoints using Microsoft Intune, including policy configuration and device enrollment
• Utilize Cyber Ark and administrative credentials to perform privileged access tasks securely
• Support and troubleshoot Windows OS and macOS environments
• Provide support for iOS and Android mobile devices
• Log, track, and resolve end user tickets using Service Now or equivalent ticketing platforms
• Collaborate cross‑functionally with IT teams to identify gaps and implement scalable solutions

• Strong understanding of agile methodologies and process improvement frameworks
• Proficiency with Microsoft Intune for device management and administration
• Experience with Cyber Ark or privileged access management tools
• Solid troubleshooting skills across Windows OS and macOS platforms
• Mobile device support experience with iOS and/or Android
• Familiarity with Service Now or other IT service management ticketing systems
• Excellent organizational and project coordination skills
• Strong interpersonal and communication skills for direct end user engagement
• Ability to analyze technical environments and recommend effective solutions
• Self‑directed with the ability to manage multiple priorities simultaneously

• 5–10 years of experience in a Help Desk or Deskside support role
• Demonstrated experience working with end user ticketing systems such as Service Now
• Hands‑on experience with Intune, preferably at an administrative level
• Experience supporting mobile devices in an enterprise environment
• Experience using Cyber Ark or working with administrative/privileged credentials
• Proven track record of contributing to or leading process improvement or automation initiatives