The End User Support Specialist's role is to act as Level 2 support to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. The End User Support Specialist would oversee Intune deployments, ServiceNow updates and changes, and maintain operating system imaging for devices.

Responsibilities:

• Assist in providing Level 2 support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Manage and deploy applications, policies, and updates via Microsoft Intune to ensure optimal performance and security of corporate devices.
• Administer and maintain ServiceNow by configuring workflows, managing incidents, and automating service requests for efficiency.
• Deploy and maintain OS images using Microsoft Deployment Toolkit (MDT) and Microsoft Autopilot, ensuring a streamlined process for provisioning devices.
• Administer and optimize Microsoft M365 Admin Center, managing users, licenses, security policies, Exchange, SharePoint, Teams, and other M365 services.
• Provide service desk support in a courteous manner and resolve problems to the end user's satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT Service Desk system.
• Record, track, and document all actions taken to resolve a service desk ticket.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform timely workstation hardware and software upgrades as required.
• Assist with onboarding of new users including or
• Install, test and configure new workstations, peripheral equipment and software.
• Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Maintain inventory of all equipment, software and software licenses using Inventory tracking software
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Other duties as assigned by the Infrastructure and Operations Leader, or the Manager of Information Technology.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 5-7 years equivalent work experience in a supervisory role.
• Certification in ITIL or other IT service management frameworks is a plus.

Education, Skills, and Experience:

• Extensive application support experience with leading Service Desk software.
• Experience with the latest operating systems for Windows, Windows server, VMware and Mac OS.
• Extensive application support experience with Microsoft 365, Defender 365, Endpoint, Exchange Online, Azure Active Directory, On Prem Active Directory, Adobe Acrobat Pro, and Zoom.
• Extensive management and use of Microsoft Intune.
• Extensive knowledge of Microsoft Deployment Toolkit and Microsoft Autopilot.
• Experience with Service Desk ticket system and remote-control tools.
• Knowledge of IT infrastructure like Scanners, MFP Printers, Wi-Fi, VoIP Phones, VPN, Cabling, Audio Video Equipment, Laptops, Macs, and Smart Mobile Devices.
• Basic networking skills like DHCP, DNS, IP and Firewalls
• Working knowledge of a range of diagnostic utilities, including ping, telnet, NS lookup.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.