Job Description

We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive. The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.

End User Support & Hardware Lifecycle

• Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.

Incident, Service & Problem Management

• Respond to and resolve incidents, service requests, and access-related issues within SLA.
• Lead or support the resolution of critical (P1/P0) incidents and participate in root cause analysis and Problem Management processes.

Software & Technology Integration

• Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS.
• Coordinate remediation for vulnerable software or misconfigured devices.
• Support network, infrastructure, and telecom services in coordination with respective teams.
• Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.

User Lifecycle & Access Support

• Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
• Support compliance with identity management, security policies, and user provisioning guidelines.

Job Requirements

• Bachelor's degree in information technology, Computer Science, or related field.
• 3-5 years of experience in End User Computing, Desktop Support, or IT Helpdesk roles.
• Hands-on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
• Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
• Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
• Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
• Basic understanding of networking, infrastructure, and telecom concepts.
• Strong interpersonal and communication skills with a focus on user experience.

Skills and Competencies

End User Computing, Desktop Support, IT Helpdesk, Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM. ServiceNow, ITSM, A/V support, collaboration tools, endpoint security, and remote troubleshooting.