End-User Support Specialist

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.