End User Support Specialist

End User Engineer

Pay Range: $50/hr - $55/hr

Seeking a proficient and dedicated End User Engineer to join our team. This role is multifaceted, encompassing application packaging, SCCM & Intune administration, and serving as a technical escalation point for other end user teams. The ideal candidate will have a strong background in application packaging, with expertise in SCCM and Intune deployment and management, and troubleshooting complex end user issues.

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

Relevant certifications preferred, such as Microsoft Certified: Microsoft End Point Administrator Associate and ITIL Foundation Certification (a plus).

Develop, build, and maintain application packages for deployment from Intune as well as SCCM.

Ensure compatibility, performance, and security of application packages, adhering to best practices and standards.

Collaborate with software vendors and internal stakeholders to resolve packaging-related issues and optimize software distribution processes.

Administer Microsoft Intune to deploy, maintain, and upgrade applications, configurations, and policies for end user devices.

Implement and manage Intune profiles, compliance rules, and security settings to ensure a secure and productive end user environment.

Stay updated on Intune features and capabilities, leveraging new functionalities to enhance device management and user experience.

Administer Microsoft SCCM for software deployment, patch management, and endpoint configuration management.

Deploy, maintain, and upgrade Task Sequences for PXE imaging process.

Implement and manage SCCM scheduled deployments, compliance and reporting.

Provide advanced technical support and troubleshooting for end user issues, including hardware, software, and network-related problems.

Serve as a subject matter expert and escalation point for other end user support teams, assisting with complex technical issues and escalations.

Analyze and resolve escalated incidents and service requests within agreed upon SLAs, ensuring minimal disruption to end user productivity.

Collaborate with cross-functional teams, including IT infrastructure, security, and application development, to streamline processes and improve end user experience.

Share expertise and provide training to other team members on application packaging techniques, SCCM and Intune administration best practices, and advanced troubleshooting methods.

Contribute to the development and maintenance of knowledge base articles, technical documentation, and standard operating procedures.

5+ years of experience in IT end-user computing or endpoint management roles, with a focus on enterprise environments.

3+ years of hands-on experience with Microsoft SCCM (System Center Configuration Manager) administration, including software distribution, patching, and imaging.

3+ years of hands-on experience with Microsoft Intune / Endpoint Manager for device and application management.

Proven experience with application packaging (MSI, App-V, MSIX, scripting for deployment).

Strong understanding of Windows 11 client environments, device compliance, and security configurations.

Experience providing advanced technical support and acting as an escalation point for complex end-user issues.

Familiarity with PowerShell scripting for automation and deployment tasks.