End User Support Specialist

Job Description

Job Description

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 staff for higher-level strategic initiatives.

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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 ID (Hybrid Identity)

• Support Active Directory and Entra ID user

• 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 ID / 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 (Win32/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), OneDrive 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.

ServiceNow & Asset Support

• Have a strong understanding of managing assets and configuration items in ServiceNow.

• Assist with asset lifecycle tracking and operational process improvements.

Cellular Provider Administration

• Assist with cellular device provisioning, activation, and line management.

• Support coordination with cellular providers (e.g., Verizon) including account updates and reviews.

• Help track billing, changes, and follow up actions.

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Required Qualifications

• 5+ years of experience in IT End User Services / Tier 2 support, including escalations and customer-facing troubleshooting.

• Advanced Windows 10/11 troubleshooting skills and working macOS support knowledge (profiles, connectivity, application support).

• Experience supporting Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) in an end-user environment.

• Identity & Access skills including Active Directory (on-prem) and Entra ID (Azure AD), group membership management, and MFA troubleshooting; familiarity with Entra/AD hybrid identity and hybrid-joined devices.

• End-user networking fundamentals including TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting.

• Hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates.

• Proficiency using ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits; ability to create knowledge base articles and support documentation.

• Strong organizational skills, attention to detail, and clear written/verbal communication.

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Preferred Qualifications

• Experience with Windows Autopilot and device provisioning workflows.

• Exposure to ServiceNow (ITSM, knowledge, or asset management).

• Nice to have: Intune/MDM troubleshooting experience and familiarity with endpoint security agents (e.g., Microsoft Defender, CrowdStrike).

• Experience supporting hardware refresh programs.

• Experience coordinating or supporting cellular providers and mobile plans.

Core Competencies

• Customer first mindset

• Highly organized and detail oriented

• Reliable operational execution

• Clear written and verbal communication

• Ability to follow and improve documented processes

Skills

Intune Troubleshooting, Win32 App Packaging/Deployment, Windows configuration policies, M365 Admin, tier 2 support, powershell scripting

Top Skills Details

Intune Troubleshooting,Win32 App Packaging/Deployment,Windows configuration policies,M365 Admin,tier 2 support,powershell scripting

Additional Skills & Qualifications

• Experience with Windows Autopilot and device provisioning workflows.

• Exposure to ServiceNow (ITSM, knowledge, or asset management).

• Intune/MDM troubleshooting experience and familiarity with endpoint security agents (e.g., Microsoft Defender, CrowdStrike).

• Experience supporting hardware refresh programs.

• Experience coordinating or supporting cellular providers and mobile plans.

Job Type & Location

This is a Contract to Hire position based out of Brownsburg, IN.

The pay range for this position is $40.00 - $45.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Brownsburg,IN.

This position is anticipated to close on Jul 16, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.