End-User Support Specialist

Job Description

Job Description

Position Overview

We are seeking an End-User Support Specialist to join a Technical Services Support team in Harrisburg, Pennsylvania.

The selected candidate will provide technical support for laptops, desktops, tablets, smartphones, Microsoft 365 applications, Microsoft Teams, conference-room technology, and other endpoint devices. This role requires strong hands-on troubleshooting skills and experience supporting Microsoft technologies in an enterprise environment.

The position will be fully onsite during the first three months. After the initial period, a hybrid schedule may be available depending on operational needs. The hybrid schedule is expected to include approximately three onsite days per week.

Key Responsibilities

• Provide technical support for laptops, desktops, tablets, smartphones, and other endpoint devices.
• Troubleshoot hardware, software, operating-system, connectivity, browser, and application issues.
• Support Microsoft Windows operating systems in an enterprise environment.
• Install, configure, maintain, and troubleshoot Microsoft 365 applications.
• Support Microsoft Teams meetings, video calls, collaboration tools, conference rooms, and audio/video equipment.
• Use Microsoft SCCM and Intune to deploy applications, distribute software updates, manage devices, and maintain endpoint security.
• Manage user accounts, devices, groups, permissions, and Group Policy settings through Active Directory.
• Support Windows, iOS, and Android devices using mobile device management tools.
• Install, configure, and troubleshoot business applications on mobile phones and tablets.
• Create PowerShell scripts for reporting, automation, and endpoint administration.
• Troubleshoot web browsers and browser-based business applications.
• Provide timely, professional, and courteous support to end users.
• Create clear technical documentation, troubleshooting guides, procedures, and knowledge-base articles.
• Identify recurring technical issues and recommend process improvements.
• Work with infrastructure, security, application, and support teams to resolve technical incidents.
• Follow all organizational security, equipment-use, and data-protection requirements.

Required Qualifications

• At least one year of experience in technical support, desktop support, endpoint support, or device management.
• Experience supporting laptops, desktops, tablets, and smartphones.
• Experience troubleshooting hardware and software issues.
• Experience supporting Microsoft Windows in an enterprise environment.
• Experience supporting Microsoft 365 applications.
• Experience supporting Microsoft Teams meetings, video conferencing, and collaboration tools.
• Experience with Microsoft SCCM and Intune.
• Experience using mobile device management tools for Windows, iOS, and Android devices.
• Experience with Active Directory, users, groups, devices, and Group Policy.
• Experience creating PowerShell scripts for reporting or automation.
• Experience preparing technical documentation for end users and technical teams.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Demonstrated customer-service experience.
• Ability to work effectively in a team environment.

Preferred Qualifications

• Experience supporting Microsoft Teams conference rooms.
• Experience installing and supporting mobile applications in an enterprise environment.
• Experience supporting remote and mobile users.
• Experience troubleshooting browser-based applications.
• Experience with VBScript.
• Experience creating user guides, technical procedures, and knowledge-base documentation.
• Experience recommending or implementing technical support process improvements.

Work and Interview Requirements

• The selected candidate must work onsite in Harrisburg, PA, for the first three months.
• A hybrid schedule may be available afterward based on operational needs.
• The anticipated hybrid schedule includes approximately three onsite days per week.
• Candidates must be able to attend a video-enabled Microsoft Teams interview.
• Candidates may be required to present a valid photo ID at the beginning of the interview.
• Government-issued equipment must remain within the United States at all times.
• The position is scheduled for 37.5 hours per week.

Resume Requirements

The candidate’s resume must clearly demonstrate experience with:

• Desktop and endpoint support
• Windows operating systems
• SCCM
• Microsoft Intune
• Active Directory and Group Policy
• Microsoft Teams
• Microsoft 365
• Mobile device management
• PowerShell scripting
• Hardware and software troubleshooting
• Technical documentation

Resumes should contain only relevant professional experience, responsibilities, technologies, and accomplishments. General company descriptions and unrelated information should not be included.