End-User Support Specialist

American It Systems; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

American It Systems is seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.

The candidate will perform IMAC, manage incidents, patching, testing, and remote training, while coordinating with vendors and supporting town halls and events.

Qualifications

• Experience with hardware troubleshooting for PCs and peripherals.
• Experience with OS patching, application updates, and Citrix VDI environments.
• Familiarity with Windows 11 rollout and domain migration.
• Excellent communication and documentation skills.
• Ability to manage multiple priorities and work under pressure.
• Experience in handling VIP support and global end-user training.

Responsibilities

• Perform IMAC activities including annual device refresh (25%).
• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
• Handle onboarding/offboarding tasks and miscellaneous IT requests.
• Support Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
• Conduct User Acceptance Testing for new images and projects.
• Manage OS and application patching/feature updates.
• Deliver global new-hire IT orientation and remote training.
• Create and maintain end-user instructions and technical documentation.
• Support company-wide town halls and customer engagement events.
• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
• Ensure effective ticket and queue management.
• Provide VIP support for Customer C and C+1 team (75 users).
• Interface with hardware vendors for planning and problem resolution.
• Configure and troubleshoot VPN clients; coordinate with Command Center.

Skills

Hardware troubleshooting

OS patching

Citrix VDI

Windows 11 rollout

Documentation skills

Multi-tasking

VIP support

Training delivery

Education

Bachelor's degree in Computer Science or IT

CompTIA A+

Microsoft Certified: Modern Desktop Administrator Associate

Tools

MEM (Microsoft Endpoint Manager)

VPN clients

Job description

We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.

Responsibilities

• Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh ( 25%).
• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
• Handle onboarding/offboarding tasks and miscellaneous IT requests.
• Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
• Conduct User Acceptance Testing for new images and projects.
• Manage OS and application patching/feature updates.
• Deliver global new-hire IT orientation and remote training.
• Create and maintain end-user instructions and technical documentation.
• Support company-wide town halls and customer engagement events.
• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
• Ensure effective ticket and queue management.
• Provide VIP support for Customer C and C+1 team ( 75 users).
• Interface with hardware vendors for planning and problem resolution.
• Configure and troubleshoot VPN clients; coordinate with Command Center.

Required Skills & Qualifications

• Strong knowledge of hardware troubleshooting for PCs and peripherals.
• Experience with OS patching, application updates, and Citrix VDI environments.
• Familiarity with Windows 11 rollout and domain migration.
• Excellent communication and documentation skills.
• Ability to manage multiple priorities and work under pressure.
• Experience in handling VIP support and global end-user training.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
• Knowledge of ITIL processes and best practices.
• Prior experience in global IT support environments and handling large-scale rollouts.
• Familiarity with security incident management and compliance standards.
• Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
• Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.
• Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.
• Collaboration: Skilled in working with cross-functional teams and external vendors.
• Adaptability: Comfortable handling urgent requests and dynamic priorities.
• Communication: Clear and professional communication for training, documentation, and stakeholder updates.
• Process Orientation: Attention to detail in ticket management and compliance.