End-point Support Engineer

End-point Support Engineer – Black Duck Software, Inc.

About the Role

As an End-point Support Engineer at Black Duck Software, Inc., you will provide world-class technical support to employees globally. You will play a key role in ensuring a seamless technology experience by resolving issues efficiently, maintaining systems, and contributing to continuous improvement across IT operations.

Key responsibilities (what you will do):

• Provide exceptional IT support to Black Duck Software, Inc. employees worldwide, managing inbound tickets from submission to resolution.


• Document troubleshooting steps in detail and clearly communicate solutions to end users.


• Support onboarding for new employees by provisioning access to systems, applications, and hardware.


• Maintain an accurate hardware inventory using asset management tools, ensuring efficient lifecycle management.


• Manage procurement and logistics for hardware and software, including vendor coordination for orders, deliveries, and repairs.


• Uphold IT security best practices and contribute to a zero-trust environment using tools such as Okta.


• Analyze IT processes and recommend improvements to enhance team efficiency and user experience.


• Support and configure macOS, iOS, Windows, and Android systems across an environment with 1,600+ endpoints.


• Develop and maintain documentation to standardize IT processes and improve operational efficiency.


• Manage small to medium-sized IT projects, ensuring adherence to timelines, scope, and deliverables.


• Stay current with emerging technologies, sharing knowledge and promoting a culture of continuous learning.

Key requirements:

• 2–5 years of hands-on experience in IT support or a related field.


• Required experience with MDM (InTune and Jamf)


• Proven experience managing inbound tickets end-to-end, ensuring timely resolution and follow-up.


• Strong ability to document troubleshooting processes and communicate solutions clearly to users.


• Experience identifying process improvements and contributing to operational efficiency.


• Hands-on experience with Jamf Pro and Microsoft Intune, with a solid understanding of MDM for macOS and Windows platforms.


• Experience supporting IT environments with 1,600 + endpoints.


• Strong working knowledge of macOS, iOS, and Windows systems.


• Experience supporting core technologies such as M365, Zendesk, Adobe, and Keeper, with the ability to troubleshoot user issues.


• Enthusiasm for learning new technologies and staying up to date with IT trends.


• Excellent communication skills with the ability to explain technical concepts to diverse audiences.


• Experience contributing to or coordinating small to medium-sized IT projects.


• Familiarity with Okta or similar SSO platforms for identity and access management.


• A growth mindset with an interest in process improvement, automation, and emerging technologies, including AI.