End User Support Engineer I

What You’ll Do

• Provide high-quality end-user technical support to employees across all locations


• Support desktop and laptop operating systems, including Windows PCs and Apple Macs


• Troubleshoot and support standard and customized software applications


• Provide support for cloud-based tools and services, including Microsoft 365


• Partner with third-party service providers to ensure consistent, end-to-end support


• Meet or exceed established service-level agreements (SLAs) for issue resolution


• Complete new hire onboarding and employee offboarding requests within defined SLAs


• Build, configure, and deploy laptops for new and replacement devices


• Work with other licensing teams to ensure software is properly licensed and accurately tracked


• Collaborate with other EUC and IT teams to support major incidents and escalations


• Follow established IT policies, procedures, and documentation standards


• Create and maintain technical documentation and knowledge base articles


• Communicate clearly and effectively with both technical and non-technical stakeholders


• Train and support employees on proper system usage in accordance with security and compliance policies

Key Skills & Competencies

• Experience providing end-user or technical support in a large, enterprise-level environment


• Strong working knowledge of Windows and macOS operating systems, standard desktop applications, and cloud-based tools


• Experience supporting collaboration technologies, including email and video conferencing platforms


• Familiarity with Active Directory, including basic Group Policy management


• Experience with endpoint management and software deployment tools such as SCCM and/or Intune


• Working knowledge of mobile device support (iOS) and endpoint security tools, including antivirus solutions


• Basic understanding of networking concepts, including troubleshooting DNS and DHCP issues


• Familiarity with office telephone systems


• Strong attention to detail with a commitment to delivering accurate, first-time resolutions


• Ability to work effectively in a fast-paced, technology-driven environment


• Excellent verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences

Education & Experience 

• Associate’s degree in Information Technology, Computer Science, or a related field, OR equivalent hands-on experience in an IT support role


• 1–2 years of experience supporting end users as part of an IT or help desk team

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