End User Support Specialist

The Intersect Group; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

The Intersect Group is partnering with a technology-driven organization to deliver a secure, reliable digital experience for employees. The End User Support Specialist serves as the primary contact for technical assistance across Windows and macOS, ensuring employees have the tools and access needed to be successful.

This role focuses on onboarding/offboarding, Microsoft 365 administration, identity management, and maintaining detailed documentation while following established support processes.

Qualifications

• 3+ years of experience in IT support, help desk, desktop support, or end user support environments.
• Strong experience supporting Windows and macOS operating systems.
• Experience administering user accounts, permissions, password resets, MFA, and identity management platforms.
• Hands on experience supporting Microsoft 365 applications and services.
• Knowledge of endpoint management, software deployment, and device provisioning processes.

Responsibilities

• Provide end user support for Windows and macOS devices, including engineering and power users.
• Manage ticket intake, triage, troubleshooting, resolution, and follow up activities.
• Support user account administration including password resets, MFA resets, permission changes, and access requests.
• Execute employee onboarding and offboarding processes including account provisioning, deprovisioning, and device configuration.
• Deliver Microsoft 365 support and troubleshoot user issues related to applications and services.
• Install, configure, and support software, hardware, peripherals, and end user devices.
• Maintain accurate ticket documentation, support notes, and knowledge base content.
• Escalate technical and security related issues according to established runbooks, escalation procedures, and communication protocols.
• Serve as the primary day to day support contact for employees and stakeholders.

Skills

Windows

macOS

Microsoft 365

Identity management

End user support

Tools

Endpoint management

Ticketing system

Job description

The Intersect Group is partnering with a technology driven organization that prioritizes delivering a secure, reliable, and exceptional digital experience for its employees. The company values collaboration, operational excellence, and customer focused service while supporting a distributed workforce through modern technology platforms and best practices.

This organization is committed to creating efficient support processes, maintaining strong security standards, and enabling employee productivity through responsive and high quality IT services. Team members are empowered to take ownership, solve problems, and make a meaningful impact on the end user experience.

POSITION SUMMARY

We are seeking an End User Support Specialist to serve as the primary point of contact for employees requiring technical assistance across Windows and macOS environments. This role will be responsible for delivering exceptional support, resolving technical issues, managing user accounts and device provisioning, and ensuring employees have the tools and access needed to be successful.

The ideal candidate combines strong technical troubleshooting skills with a customer focused mindset. This individual will support onboarding and offboarding activities, Microsoft 365 administration, identity and access management requests, and escalation procedures while maintaining detailed documentation and adhering to established support processes.

KEY RESPONSIBILITIES

• Provide end user support for Windows and macOS devices, including engineering and power users
• Manage ticket intake, triage, troubleshooting, resolution, and follow up activities
• Support user account administration including password resets, MFA resets, permission changes, and access requests
• Execute employee onboarding and offboarding processes including account provisioning, deprovisioning, and device configuration
• Deliver Microsoft 365 support and troubleshoot user issues related to applications and services
• Install, configure, and support software, hardware, peripherals, and end user devices
• Maintain accurate ticket documentation, support notes, and knowledge base content
• Escalate technical and security related issues according to established runbooks, escalation procedures, and communication protocols
• Serve as the primary day to day support contact for employees and stakeholders

KEY REQUIREMENTS

• 3+ years of experience in IT support, help desk, desktop support, or end user support environments
• Strong experience supporting Windows and macOS operating systems
• Experience administering user accounts, permissions, password resets, MFA, and identity management platforms
• Hands on experience supporting Microsoft 365 applications and services
• Knowledge of endpoint management, software deployment, and device provisioning processes
• Ability to troubleshoot hardware, software, application, and peripheral issues independently
• Strong documentation skills and attention to detail when managing service tickets and support procedures
• Excellent communication, customer service, problem solving, and interpersonal skills

LOCATION

• Remote

WHY JOIN THIS TEAM

• Opportunity to serve as a key point of contact supporting a diverse workforce
• High visibility role with direct impact on employee productivity and satisfaction
• Exposure to modern endpoint management, identity management, and cloud productivity tools
• Collaborative environment focused on continuous improvement and operational excellence
• Opportunity to contribute to support processes, documentation, and service delivery enhancements