End User Support Specialist

The End User Support Specialist acts as a key team resource and is responsible for delivering technical troubleshooting and proactive system maintenance. This role is dedicated to managing and enhancing the end-user computing environment and services to ensure a seamless, efficient, and productive employee experience.

The End User Support Specialist works with various technologies, platforms, and tools to ensure the reliability, security, and performance of end-user devices, applications, and systems, while also participating in IT projects, identifying/addressing systemic issues, and driving process improvements to enhance user satisfaction and system reliability.

Job Responsibilities:

• Demonstrate excellent customer service mindset while providing technical support and troubleshooting for end-user issues related to hardware, software, peripherals and meeting room technology.
• Manage and administer the day-to-day end-user computing infrastructure, including desktops, laptops, iPads, printers, scanners, and other peripherals.
• Assist in the rollout of new hardware, software, and IT infrastructure projects. Assist with project documentation and process workflows.
• Facilitate training sessions to educate end-users on IT tools and best practices.
• Collaborate with IT vendors and stakeholders to ensure alignment and integration of end-user computing solutions with business needs and requirements.
• Cybersecurity upkeep for the organization across devices and users and leading remediation.
• Ensure compliance with security policies and standards for end-user devices, applications, and systems.
• Document and maintain end-user computing policies, procedures, and best practices.
  
  
  

Qualifications & Skills:

• Proficient in Microsoft 365 administration, including Entra ID (formerly Azure AD), Intune, Defender, Teams, and end-user computing management tools.
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and troubleshooting networking hardware like routers, switches, firewalls, and wireless access points. Cisco Meraki experience is preferred.
• Experienced in multi-platform device management, supporting Windows and macOS environments for configuration, deployment, and troubleshooting.
• Knowledge of endpoint security tools and practices, such as antivirus, encryption, firewalls, and SaaS platform security.
• Skilled in supporting hybrid SaaS environments, including email, collaboration platforms (e.g., Microsoft Teams or Slack), and document-sharing applications.
• Background in IT service management and remote support tools, including Active Directory, ITSM platforms (e.g., ServiceNow, Zendesk), and remote access solutions (e.g., LogMeIn, TeamViewer, AnyDesk).
• Experience with monitoring and management tools, such as Cisco Meraki MDM or Apple Business Manager, and other system performance monitoring solutions.
• Understanding of IT best practices, including backup and disaster recovery, ITIL frameworks, and process documentation.
• Preferred certifications include CompTIA, A+, Network+, ITIL Foundation, Cisco, or Microsoft credentials.
• Knowledge of cybersecurity trends and remediation.
• Experience with AI tools and frameworks is a plus.
• Availability for occasional after-hours support for critical issues or outages.
  
  
  

Education & Experience

• Associate's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• At least 3 years of technical support experience within an IT help desk environment.
  
  
  

Visit Phoenix hires people from a wide variety of backgrounds and celebrates the diverse community that we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. As an equal opportunity and inclusive employer.

This job description outlines the general nature and work level to be performed; it is not intended to be construed as an exhaustive list of job responsibilities, duties, and skills required for the position

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• Medical/Dental/Vision insurance
• 401(k) with employer contributions after 12 months
• Employer sponsored life insurance with supplemental coverage available
• Employer sponsored short and long-term disability insurance
• Flexible spending account
• Health savings account
• Employee assistance program
• Flexible spending account
• 13 paid holidays
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
  
  
  

Schedule:

• Monday to Friday
  
  
  

Ability to Commute:

• Phoenix, AZ 85004 (Required)
  
  
  

Work Location: In person (Required)

The End User Support Specialist acts as a key team resource and is responsible for delivering technical troubleshooting and proactive system maintenance. This role is dedicated to managing and enhancing the end-user computing environment and services to ensure a seamless, efficient, and productive employee experience.

The End User Support Specialist works with various technologies, platforms, and tools to ensure the reliability, security, and performance of end-user devices, applications, and systems, while also participating in IT projects, identifying/addressing systemic issues, and driving process improvements to enhance user satisfaction and system reliability.

Job Responsibilities:

• Demonstrate excellent customer service mindset while providing technical support and troubleshooting for end-user issues related to hardware, software, peripherals and meeting room technology.
• Manage and administer the day-to-day end-user computing infrastructure, including desktops, laptops, iPads, printers, scanners, and other peripherals.
• Assist in the rollout of new hardware, software, and IT infrastructure projects. Assist with project documentation and process workflows.
• Facilitate training sessions to educate end-users on IT tools and best practices.
• Collaborate with IT vendors and stakeholders to ensure alignment and integration of end-user computing solutions with business needs and requirements.
• Cybersecurity upkeep for the organization across devices and users and leading remediation.
• Ensure compliance with security policies and standards for end-user devices, applications, and systems.
• Document and maintain end-user computing policies, procedures, and best practices.
  
  
  

Qualifications & Skills:

• Proficient in Microsoft 365 administration, including Entra ID (formerly Azure AD), Intune, Defender, Teams, and end-user computing management tools.
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and troubleshooting networking hardware like routers, switches, firewalls, and wireless access points. Cisco Meraki experience is preferred.
• Experienced in multi-platform device management, supporting Windows and macOS environments for configuration, deployment, and troubleshooting.
• Knowledge of endpoint security tools and practices, such as antivirus, encryption, firewalls, and SaaS platform security.
• Skilled in supporting hybrid SaaS environments, including email, collaboration platforms (e.g., Microsoft Teams or Slack), and document-sharing applications.
• Background in IT service management and remote support tools, including Active Directory, ITSM platforms (e.g., ServiceNow, Zendesk), and remote access solutions (e.g., LogMeIn, TeamViewer, AnyDesk).
• Experience with monitoring and management tools, such as Cisco Meraki MDM or Apple Business Manager, and other system performance monitoring solutions.
• Understanding of IT best practices, including backup and disaster recovery, ITIL frameworks, and process documentation.
• Preferred certifications include CompTIA, A+, Network+, ITIL Foundation, Cisco, or Microsoft credentials.
• Knowledge of cybersecurity trends and remediation.
• Experience with AI tools and frameworks is a plus.
• Availability for occasional after-hours support for critical issues or outages.
  
  
  

Education & Experience

• Associate's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• At least 3 years of technical support experience within an IT help desk environment.
  
  
  

Visit Phoenix hires people from a wide variety of backgrounds and celebrates the diverse community that we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. As an equal opportunity and inclusive employer.

This job description outlines the general nature and work level to be performed; it is not intended to be construed as an exhaustive list of job responsibilities, duties, and skills required for the position

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• Medical/Dental/Vision insurance
• 401(k) with employer contributions after 12 months
• Employer sponsored life insurance with supplemental coverage available
• Employer sponsored short and long-term disability insurance
• Flexible spending account
• Health savings account
• Employee assistance program
• Flexible spending account
• 13 paid holidays
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
  
  
  

Schedule:

• Monday to Friday
  
  
  

Ability to Commute:

• Phoenix, AZ 85004 (Required)
  
  
  

Work Location: In person (Required)