End User Support Specialist

ANIKA-GCC; Bedford (MA); On-site; USD 66,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Healthcare benefits

Health Savings Account

401(k) match

Employee stock purchase plan

Paid time off

Stock awards

Job summary

Anika is seeking an End User Support Specialist to deliver high-quality technical support for employees across the organization, handling hardware, software, and connectivity issues in a fast-paced, regulated environment.

Based in Bedford, MA, this full-time, on-site role offers a competitive salary, discretionary bonus program, comprehensive healthcare, health savings account, 401(k) with up to 5% company match, employee stock purchase plan at a 15% discount, accrued PTO, and stock awards.

Qualifications

• Bachelor’s degree in Information Technology or related field, or equivalent combination of education and experience.
• 1–3 years of experience providing end-user, desktop, or technical support in a professional environment.
• Strong working knowledge of Windows operating systems and Microsoft 365 technologies, including Teams, SharePoint, Intune, and OneDrive.
• Experience supporting Active Directory and identity/access management processes.
• Experience using IT service management and ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
• Familiarity with networking fundamentals, including VPN connectivity, wireless networking, and general connectivity troubleshooting.
• Excellent troubleshooting, problem-solving, and organizational skills.
• Strong verbal and written communication skills with a customer-focused approach to support.

Responsibilities

• Provide front-line technical support for hardware, software, and systems issues in both onsite and remote work environments.
• Diagnose and resolve end-user issues related to laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
• Manage, prioritize, and track support requests through IT service management (ITSM) tools, ensuring timely resolution and clear communication with users.
• Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding activities.
• Maintain user accounts, access permissions, and identity management systems in accordance with security and compliance requirements.
• Troubleshoot issues involving Microsoft 365 applications, Teams, SharePoint, OneDrive, VPN connectivity, network access, and business applications.
• Escalate complex technical issues to appropriate support teams and coordinate resolution through completion.
• Create and maintain user guides, knowledge base articles, FAQs, and training materials to improve user self-service capabilities.
• Support conference room technology and ensure meeting spaces are operational and ready for business use.
• Identify opportunities to improve IT support processes, service delivery, and overall user experience.

Skills

Customer service

Troubleshooting

Communication

Analytical skills

Multitasking

Education

Bachelor’s degree in Information Technology or related field

Equivalent combination of education and experience

Tools

Freshservice

ServiceNow

Jira

Zendesk

Active Directory

Job description

Job Description

What You’ll Do

The End User Support Specialist delivers high-quality technical support and ensures a seamless technology experience for employees across the organization. This role serves as the primary point of contact for IT support, resolving hardware, software, systems, and connectivity issues while maintaining a high standard of customer service in a fast-paced, regulated environment. In this role, you develop into a subject matter expert in end-user computing technologies, IT service delivery, and workplace productivity tools.

How You’ll Contribute

• Provide front-line technical support for hardware, software, and systems issues in both onsite and remote work environments.
• Diagnose and resolve end-user issues related to laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
• Manage, prioritize, and track support requests through IT service management (ITSM) tools, ensuring timely resolution and clear communication with users.
• Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding activities.
• Maintain user accounts, access permissions, and identity management systems in accordance with security and compliance requirements.
• Troubleshoot issues involving Microsoft 365 applications, Teams, SharePoint, OneDrive, VPN connectivity, network access, and business applications.
• Escalate complex technical issues to appropriate support teams and coordinate resolution through completion.
• Create and maintain user guides, knowledge base articles, FAQs, and training materials to improve user self-service capabilities.
• Support conference room technology and ensure meeting spaces are operational and ready for business use.
• Identify opportunities to improve IT support processes, service delivery, and overall user experience.
• Perform other duties and projects as assigned.

What It Takes

This role requires the ability to effectively manage multiple support requests while delivering exceptional customer service in a dynamic business environment. Success requires strong troubleshooting and analytical skills, sound judgment, attention to detail, and the ability to diagnose and resolve a broad range of technical issues. The position serves as a key interface between employees and technology systems and requires effective communication, collaboration, and follow-through to ensure business continuity and a positive user experience. The role must balance responsiveness, technical accuracy, security requirements, and compliance expectations while supporting evolving business needs.

What You Bring

• Bachelor’s degree in Information Technology or a related field, or equivalent combination of education and experience.
• 1–3 years of experience providing end-user, desktop, or technical support in a professional environment.
• Strong working knowledge of Windows operating systems and Microsoft 365 technologies, including Teams, SharePoint, Intune, and OneDrive.
• Experience supporting Active Directory and identity/access management processes.
• Experience using IT service management and ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
• Familiarity with networking fundamentals, including VPN connectivity, wireless networking, and general connectivity troubleshooting.
• Excellent troubleshooting, problem-solving, and organizational skills.
• Strong verbal and written communication skills with a customer-focused approach to support.

Nice to Have

• Experience working in a regulated environment, such as medical device, pharmaceutical, biotechnology, or life sciences organizations.
• Industry certifications such as CompTIA A+, Microsoft certifications, or equivalent technical credentials.
• Experience supporting hybrid, multi-site, or global workforce environments.
• Familiarity with endpoint management, device lifecycle management, and modern workplace technologies.
• Knowledge of IT support best practices, service management processes, and continuous improvement methodologies.

Compensation & Benefits

The salary range provided is based on the Company’s reasonable estimate of the base salary pay range for this position at the time of posting. Actual base pay is determined by several factors relevant to the position, including skills, competencies, experience, education, and geographic location. Anika also offers a discretionary bonus program for all full-time employees, comprehensive healthcare benefits, health savings account, 401(k) plan with up to 5% company match which includes immediate vesting, employee stock purchase plan at a 15% discount, accrued paid time off, additional long-term incentives including stock awards, and much more. At Anika, we take pride in offering robust Total Rewards, inclusive of market-leading benefits to meet our employees where they are in their career and in life.

The compensation and benefits information is provided as of the date of this posting. Anika reserves the right to modify compensation and benefits at any time, subject to applicable law.

On-Site

Location Bedford, MA

Employment Type Full-Time

Salary Range $66,000 – $90,000