Position Summary
End
User Services Support Specialist supports day-to-day endpoint, mobility, and
productivity application operations with a strong customer service focus. This
role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows
devices, Windows Autopilot deployments, software packaging, hardware refresh
activities, Microsoft 365 application support, and cellular service
coordination. The role focuses on operational execution, consistency, and
attention to detail to free senior staff for higher-level strategic
initiatives.


Key Responsibilities
Core Responsibilities (Tier 2 /
Escalations)

+ Resolve escalated tickets from Tier 1 related to end-user hardware, software, and access issues; own issues through resolution with clear, professional communication.

+ Use ITSM tooling to track, document, and communicate work performed, troubleshooting steps, and outcomes.

+ Perform root cause analys...