End user support Technician Westchester, Il (Chicago) - IL - Illinois

Role Overview:

Seeking a customer-focused White-Glove Support Specialist to provide premium onsite EUC support for executive users and retail store environments. Primarily focusing on Shopify POS rollout to the stores. This role is critical to improving IT service perception, resolving long-standing issues, and ensuring smooth EUC operations during a major infrastructure rollout.

Key Responsibilities:

Executive & Onsite Support

o Deliver high-touch, personalized IT support (EUC) to executives and onsite staff.

o Deep end-point management experience, including Intune with mixed operating systems (Windows, Mac OS, iPads, Android tablets).

o Provide hands-on assistance with laptops, tablets, POS devices, printers, and peripherals.

o Troubleshoot hardwaresoftware issues and escalate to EUC or depot teams as needed.

Customer Service & Store Engagement

o Primary focus on Shopify support and Hardware installations

o Act as the first point of contact for store IT issues, coordinating with Customer s Service Center (Store Support).

o Address and resolve long-standing tickets and improve store satisfaction with IT services.

o Maintain a professional and responsive presence across store and office environments.

Operational Coordination

o SCCM expertise

o Support device provisioning via Intune and QR code workflows.

o Assist with depot logistics, including equipment staging, shipping, and returns.

o Monitor inventory and ensure timely resolution of service requests.

Documentation & Reporting

o Maintain accurate records of support activities and ticket resolutions.

o Provide feedback to infrastructure and EUC teams to improve service delivery.

Required Skills & Experience:

5-8 years of experience in end-user support roles.

Strong customer service orientation with excellent communication skills.

Familiarity with Windows OS, Intune, ServiceNow, and POS systems.

Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

Experience supporting retail or executive environments.

Knowledge of depot operations and device lifecycle management.

Experience with Shopify integration roll out is added advantage