End User Support Specialist

We are looking for End User Support Specialist for our client in Baltimore, MD

Job Title: End User Support Specialist

Job Location: Baltimore, MD

Job Type: Contract

Job Overview:

Pay Range: $50/hr - $55/hr

• Seeking a proficient and dedicated End User Engineer to join our team. This role is multifaceted, encompassing application packaging, SCCM & Intune administration, and serving as a technical escalation point for other end user teams. The ideal candidate will have a strong background in application packaging, with expertise in SCCM and Intune deployment and management, and troubleshooting complex end user issues.

Requirement/Must Have:

• Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Relevant certifications preferred, such as Microsoft Certified: Microsoft End Point Administrator Associate and ITIL Foundation Certification (a plus).

Responsibilities:

• Develop, build, and maintain application packages for deployment from Intune as well as SCCM.
• Ensure compatibility, performance, and security of application packages, adhering to best practices and standards.
• Collaborate with software vendors and internal stakeholders to resolve packaging-related issues and optimize software distribution processes.
• Administer Microsoft Intune to deploy, maintain, and upgrade applications, configurations, and policies for end user devices.
• Implement and manage Intune profiles, compliance rules, and security settings to ensure a secure and productive end user environment.
• Stay updated on Intune features and capabilities, leveraging new functionalities to enhance device management and user experience.
• Administer Microsoft SCCM for software deployment, patch management, and endpoint configuration management.
• Deploy, maintain, and upgrade Task Sequences for PXE imaging process.
• Implement and manage SCCM scheduled deployments, compliance and reporting.
• Provide advanced technical support and troubleshooting for end user issues, including hardware, software, and network-related problems.
• Serve as a subject matter expert and escalation point for other end user support teams, assisting with complex technical issues and escalations.
• Analyze and resolve escalated incidents and service requests within agreed upon SLAs, ensuring minimal disruption to end user productivity.
• Collaborate with cross-functional teams, including IT infrastructure, security, and application development, to streamline processes and improve end user experience.
• Share expertise and provide training to other team members on application packaging techniques, SCCM and Intune administration best practices, and advanced troubleshooting methods.
• Contribute to the development and maintenance of knowledge base articles, technical documentation, and standard operating procedures.

Skills:

• 5+ years of experience in IT end-user computing or endpoint management roles, with a focus on enterprise environments.
• 3+ years of hands-on experience with Microsoft SCCM (System Center Configuration Manager) administration, including software distribution, patching, and imaging.
• 3+ years of hands-on experience with Microsoft Intune / Endpoint Manager for device and application management.
• Proven experience with application packaging (MSI, App-V, MSIX, scripting for deployment).
• Strong understanding of Windows 11 client environments, device compliance, and security configurations.
• Experience providing advanced technical support and acting as an escalation point for complex end-user issues.
• Familiarity with PowerShell scripting for automation and deployment tasks.