Support Analyst - End User Services

Technical Support Specialist

The Technical Support Specialist is responsible for delivering high-quality end-user and infrastructure support across endpoint devices, office IT infrastructure, and conference/training room technologies. The role requires strong hands-on expertise in Windows and macOS environments, endpoint management platforms, IT asset lifecycle management, and AV systems, with a strong focus on customer experience, operational excellence, and timely escalation management.

Provide advanced hardware and operating system support for Windows laptops and Apple MacBooks.

Diagnose and resolve application-related issues to minimize business impact and user downtime.

Manage and support endpoint devices using Microsoft Intune, ManageEngine, SCCM, or equivalent tools.

Oversee IT asset management activities, including procurement coordination, asset lifecycle tracking, inventory audits, and asset disposal.

Configure, maintain, and troubleshoot printers and multifunction devices.

Act as the subject matter expert for conference rooms and training room AV systems, including video conferencing units, microphones, displays, and room integrations.

Coordinate with external vendors and service providers to ensure timely resolution and SLA adherence.

Provide basic LAN and wireless network troubleshooting at the floor level.

Handle floor-level IT escalations and ensure prompt resolution of critical and high-priority incidents.

Support leadership visits, large-scale events, trainings, and business meetings, ensuring IT readiness and on-site support.

Maintain accurate documentation, incident records, and IT asset data in designated systems.

Provide regular status updates to stakeholders and IT leadership on issues, risks, and resolutions.

Contribute to strategic planning and execution of IT initiatives to improve service delivery and operational efficiency.

Bachelor's degree or equivalent professional experience.

7+ years of experience in Technical Support or End-User Computing roles.

Strong expertise in Windows OS and macOS troubleshooting at both hardware and operating system levels.

Solid knowledge of enterprise application troubleshooting.

Hands-on experience with endpoint management tools such as Intune, ManageEngine, SCCM, or similar.

Strong understanding of IT asset management and inventory tracking processes.

Proven experience in printer configuration and troubleshooting.

Advanced knowledge of conference and training room AV systems.

Working knowledge of LAN and wireless networking concepts.

Experience in vendor coordination and escalation management.

Strong communication, customer service, and documentation skills.

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

Experience supporting senior leadership and executive users.

Exposure to ITIL processes and IT service management tools (e.g., ServiceNow).

Strong analytical, planning, and execution capabilities.