End User Support Specialist

About the role

The End User Support Specialist provides comprehensive technical assistance for desktop, laptop, and peripheral devices across the organization. You will be the first point of contact for users, handling both routine issues and critical escalations to ensure uninterrupted productivity.

Key responsibilities

• Deliver end‑to‑end support for desktop and laptop hardware, software, and connectivity problems.
• Execute IMAC (Install, Move, Add, Change) activities and perform break/fix tasks.
• Manage the full device lifecycle, including configuration, OS imaging, patching, and vendor hardware replacements.
• Utilize SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Install, update, and patch approved software in line with IT policies.
• Provide remote and deskside support using EUC tools; support MS Office, Outlook, VPN clients, printers, scanners, and other peripherals.
• Enforce security protocols, antivirus monitoring, and desktop policy compliance.
• Offer VIP support and act as the primary onsite contact during critical outages.
• Assist with Active Directory user account tasks and smart‑hands support.
• Document incident resolutions, maintain hardware inventory, and create technical guides.
• Follow ITIL best practices for incident, problem, and service request management.

Required profile

• Proven experience providing end‑to‑end technical support for desktop and laptop environments.
• Familiarity with Windows OS, basic macOS handling, and mobile device support.
• Understanding of ITIL processes for incident and problem management.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Windows operating system
• Active Directory
• MS Office suite (Word, Excel, PowerPoint, Outlook)
• VPN client configuration
• Printer and scanner troubleshooting
• OS imaging and patch management
• Antivirus monitoring and security policy enforcement
• ITIL incident/problem/request management