End-User Support Specialist
American IT Systems
About the Role
We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.
Roles & Responsibilities
Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh (~25%).
Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
Handle onboarding/offboarding tasks and miscellaneous IT requests.
Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
Perform KTLO activities: inventory management, storage clean-up, asset disposal.
Conduct User Acceptance Testing for new images and projects.
Manage OS and application patching/feature updates.
Deliver global new-hire IT orientation and remote training.
Create and maintain end-user instructions and technical documentation.
Support company-wide town halls and customer engagement events.
License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
Ensure effective ticket and queue management.
Provide VIP support for Customer C and C+1 team (~75 users).
Interface with hardware vendors for planning and problem resolution.
Configure and troubleshoot VPN clients; coordinate with Command Center.
Perform secure data deletion before disposal or user reassignment.
Required Skills & Qualifications
Strong knowledge of hardware troubleshooting for PCs and peripherals.
Experience with OS patching, application updates, and Citrix VDI environments.
Familiarity with Windows 11 rollout and domain migration.
Excellent communication and documentation skills.
Ability to manage multiple priorities and work under pressure.
Experience in handling VIP support and global end-user training.
Preferred Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field.
IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
Knowledge of ITIL processes and best practices.
Prior experience in global IT support environments and handling large-scale rollouts.
Familiarity with security incident management and compliance standards.
Key Competencies
Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.
Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.
Collaboration: Skilled in working with cross-functional teams and external vendors.
Adaptability: Comfortable handling urgent requests and dynamic priorities.
Communication: Clear and professional communication for training, documentation, and stakeholder updates.
Process Orientation: Attention to detail in ticket management and compliance.
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