Role Responsibilities:

• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software using manual, stand-alone and automated methods, and tools (e.g., SCCM, Microsoft Intune/Endpoint Manager, and JAMF).
• Perform and guide others to perform routine to highly complex processes and tasks and troubleshooting pertaining to the support of Microsoft Windows and Apple Mac workstations, operating systems and applications that demonstrates a level of experience and professionalism expected from the End User Support team.
• Implement, maintain, and troubleshoot workstation file and folder permissions.
• Perform escalations to L3 Engineering team and/or appropriate vendors as necessary.
• Perform onsite updates, configuration changes, or software installations.
• Perform individual and bulk MACDs.
• Provide basic to complex support for mobile devices, including mobile device operating system functionality (iOS, Android, Windows Phone) and fundamental mobile device applications.
• Create and maintain documentation for End User support functions.
• Track and maintain workstation equipment inventory. Provide status and input to demand forecasts to ensure customer equipment requests can always be met
• Provide technical support and setup during special events such as conferences.
• Provide onsite technical assistance to authorized End Users.

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
• 5+ years of experience in service delivery and network hardware and software configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments including both Microsoft Windows and Apple Macintosh.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN, local and network printing, and mobile device services such as ActiveSync, and mobile OS systems such as iOS and Android in a MDM environment.
• Experience with a range of enterprise technology used by personal computers including Microsoft and Apple Macintosh operating system fundamentals and file systems, as well as TCP/IP fundamentals, including configuration and administration of workstation and printer network connectivity (wired and wireless).
• Experience supporting Cisco Any Connect and security products on macOS and Windows like Tanium, Crowd Strike, Symantec Endpoint, Microsoft Defender, Nessus, FireEye, or other industry standard security products. Experience / Exposure to device security policies.
• Experience with Microsoft Active Directory / Azure AD as it pertains to End Users and PC administration.
• Experience with tools and applications required for administration of Microsoft Windows and Apple Macintosh PC workstations, including tools utilized for remote workstation access (e.g., RDP), Microsoft SCCM for application installations, Symantec anti-virus and Enterprise Vault clients, JAMF for Apple Macintosh, Active Directory for domain binding, group memberships and workstation policy configurations.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.