Job Description

Technical Support

Charlottesville, VA 22911

• Full-Time | Onsite

THE POSITION:

• A well-established and growing organization is seeking an experienced IT End User Support Specialist to lead the design, support, and continuous improvement of its enterprise endpoint computing environment
• This is more than a traditional help desk role. You'll serve as the technical lead for endpoint technologies, driving improvements in device management, security, automation, and the overall employee technology experience. You'll also play an important role in enterprise initiatives, including Microsoft 365 modernization, operating system upgrades, and future technology integrations
• If you're passionate about improving technology, solving complex technical challenges, and creating exceptional end-user experiences, we'd love to hear from you

WHAT YOU'LL DO:

Endpoint Engineering

• Design, deploy, and maintain standardized endpoint configurations for desktops, laptops, and mobile devices
• Manage the complete endpoint lifecycle, including provisioning, deployment, upgrades, maintenance, and retirement
• Improve endpoint performance, reliability, security, and user experience
• Serve as the technical expert for endpoint engineering and advanced troubleshooting

End User Support

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and productivity software
• Resolve complex technical issues while delivering outstanding customer service
• Analyze recurring issues and implement long-term solutions
• Ensure service requests and incidents meet established service levels

Enterprise Technology Projects

Participate in enterprise-wide initiatives including:

• Windows operating system upgrades
• Device refresh programs
• Microsoft 365 E5 deployments
• Email migrations and domain consolidations
• Endpoint modernization projects
• Mergers and acquisitions (M&A) technology integrations

Automation & Continuous Improvement

• Identify opportunities to automate routine IT processes
• Implement AI-enabled support solutions to improve efficiency
• Enhance self-service capabilities and reduce manual support efforts
• Recommend and evaluate new technologies that improve IT operations

Documentation & Collaboration

• Create and maintain technical documentation and standards
• Collaborate with infrastructure, cybersecurity, and application teams
• Work with technology vendors and external partners
• Serve as an escalation resource for complex technical issues

KNOWLEDGE, SKILLS, & EXPERIENCE REQUIRED:

• At least 5+ years of experience supporting enterprise Windows environments, endpoint engineering, systems administration, or advanced end-user support
• Experience managing modern enterprise endpoint environments
• Microsoft Intune
• Windows Autopilot
• Microsoft 365 administration
• Hybrid Active Directory / Microsoft Entra ID
• Windows deployment and imaging
• Endpoint security and compliance
• Configuration management
• ITIL-based service management
• Networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi)
• Automation and AI-enabled support technologies

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req26-00489

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