End User Support Specialist (Associate II - Cloud Infrastructure Services)

Overview

In this role you will deliver hands-on IT support across the organization and manage end-user devices throughout their lifecycle. You will work closely with the IT team to resolve incidents, handle service requests, and ensure users stay productive.

You’ll engage with VIP users on-site and support meeting rooms, contributing to a smooth, secure, and user-friendly technology environment. This position offers the chance to drive continuous improvement in end-user services and adoption, supporting the company’s operational excellence and user experience goals.

You will thrive in a collaborative IT culture that values proactive support and cross-functional partnership.

Responsibilities

• End User Support & Hardware Lifecycle: provide Level 1–2 support for devices and manage IMACD processes including procurement and disposal
• Incident, Service & Problem Management: respond to incidents and service requests within SLA and coordinate with teams
• Software & Technology Integration: install and troubleshoot Microsoft 365, VPN, and collaboration tools; support AV and hybrid meeting rooms
• User Lifecycle & Access Support: onboarding/offboarding tasks, account provisioning, and access requests
• Proactive User Engagement: conduct floor walks and run Tech Bar/walk-in centers to boost user satisfaction and adoption

Key requirements

• Bachelor’s degree in information technology, Computer Science, or related field
• Experience in End User Computing, Desktop Support, or IT Helpdesk
• Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM
• Familiarity with ITSM tools like ServiceNow or Remedy
• Understanding of ITIL processes (Incident, Problem, Change, Knowledge)
• Experience in A/V support, endpoint security, remote troubleshooting
• Basic networking, infrastructure, and telecom concepts
• Strong interpersonal and communication skills
• strong interpersonal and communication skills
• customer service orientation
• proactive mindset
• Windows 10/11
• macOS
• Microsoft 365

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