End User Support

Job Description:

Key Responsibilities:

Operations & Support:

1. Handle all simple and complex EUC issues, collaborating with Service Desk and NOC teams.

1. Manage endpoint patching, software distribution, driver/BIOS updates, and compliance using tools like SCCM/MECM or Intune.

1. Oversee asset lifecycle management provisioning, maintenance, replacement, and retirement.

1. Automate EUC tasks using scripting (PowerShell, Bash) and endpoint management platforms.

1. Maintain the EUC infrastructure including physical desktops/laptops, MACs, thin clients, VDI (e.g., Citrix, VMware Horizon), and MDM solutions (e.g., Intune, Workspace ONE).

1. Ensure compliance with company policies, regulatory standards (HIPAA, ISO, etc.), and audit requirements.

1. Maintain documentation for EUC architecture, SOPs, and support playbooks.

1. Collaborate with infrastructure, network, security, and application teams to ensure end-to-end service reliability.

1. Support procurement and vendor selection processes for endpoint hardware/software.

Required Qualifications:

1. Bachelor s degree in Computer Science, Information Technology, or equivalent.

1. 5 8 years of experience in IT infrastructure with a strong focus on end-user computing.

1. Expert-level knowledge of Microsoft Windows OS, Office 365, Active Directory, Group Policy, and Azure AD.

1. Strong hands-on experience with SCCM/MECM, Intune, AutoPilot, and mobile device management.

1. Experience with VDI technologies like Citrix, VMware Horizon, or AVD.

1. Deep understanding of endpoint security practices and solutions.

Key Competencies:

1. Technical Leadership: Ability to lead EUC projects and mentor others.

1. Problem Solving: Deep diagnostic and root-cause analysis capability.

1. Communication: Able to explain technical concepts clearly to users and stakeholders.

1. Customer Focus: Commitment to delivering a seamless and secure end-user experience.

1. Project Ownership: Strong organizational skills to manage multiple ongoing initiatives.

Working Conditions:

1. May be required to participate in an on-call rotation or work after-hours for major deployments.

1. Occasional travel for remote site support or implementation.

1. Physical ability to handle computer equipment as needed.