End User Support Analyst

Position Summary The Onsite IT Support Specialist serves as the primary Information Technology resource supporting a corporate executive environment. This role is responsible for delivering exceptional end-user support, managing endpoint lifecycle operations, administering Microsoft 365 and identity services, and ensuring the seamless operation of conference room and collaboration technologies. Operating in a highly visible executive setting, this individual will provide responsive, white-glove technical support to senior leadership while maintaining the highest levels of professionalism, discretion, customer service, and technical excellence. The ideal candidate is a proactive problem solver with strong technical expertise, outstanding communication skills, and a service-first mindset. Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Executive & End-User Support

• Provide Tier 1 and Tier 2 technical support for laptops, desktops, mobile devices, peripherals, and standard business applications.
• Deliver responsive, high-touch "white-glove" support to executives and senior leadership.
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues across Windows, macOS, iOS, and Android platforms.
• Support Microsoft 365 applications and enterprise collaboration tools.
• Configure, maintain, and support peripherals including printers, monitors, docking stations, webcams, headsets, and other devices.
• Maintain strict confidentiality and discretion while supporting executive users and handling sensitive information.
• Communicate effectively with users regarding issue status, resolution timelines, and follow-up actions.
• Ensure reliable, high-quality technical support in a fast-paced executive environment.

Endpoint Administration & Device Lifecycle Management

• Provision, configure, image, and deploy Windows and macOS endpoint devices.
• Manage the complete device lifecycle, including procurement support, deployment, maintenance, refresh, recovery, and decommissioning.
• Apply operating system updates, firmware upgrades, security patches, and endpoint security configurations.
• Configure executive workstation environments, including multi-monitor setups, docking stations, printers, and specialized peripherals.
• Maintain accurate asset management records, hardware inventories, and device tracking systems.
• Assist with hardware and software standardization initiatives.

Microsoft 365 & Identity Management

• Administer Microsoft 365 services including:
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Outlook
• OneDrive
• Manage user identities and access through Microsoft Entra ID (Azure Active Directory).
• Support user provisioning, license administration, group management, password management, and Multi-Factor Authentication (MFA).
• Troubleshoot issues related to email delivery, Outlook profiles, calendars, synchronization, authentication, and collaboration services.
• Support onboarding and offboarding activities, including account creation, access assignments, equipment provisioning, and account deactivation.
• Assist with enforcement of IT security and compliance standards.

Conference Room & Collaboration Technology Support

• Deploy, configure, support, and maintain conference room technologies, including:
• Microsoft Teams Rooms
• Zoom Rooms
• Poly collaboration systems
• Audio/Visual equipment
• Manage room scheduling integrations, collaboration devices, display technologies, and screen-sharing capabilities.
• Ensure conference rooms and meeting technologies are operational and meeting-ready at all times.
• Provide real-time technical support during executive meetings and critical business events.
• Troubleshoot and resolve AV, conferencing, and collaboration platform issues.
• Coordinate with vendors and service providers as needed to support meeting technology environments.

Service Management & Operations

• Manage and prioritize service requests through IT ticketing and service management systems.
• Escalate complex issues to internal IT teams, vendors, or managed service providers when appropriate.
• Collaborate with infrastructure, security, and application support teams to ensure timely issue resolution.
• Track service metrics and identify opportunities for improving end-user support services.
• Contribute to IT operational excellence and customer satisfaction initiatives.

Documentation & Continuous Improvement

• Develop and maintain technical documentation, knowledge base articles, standard operating procedures, and user guides.
• Identify recurring issues and recommend process, technology, and workflow improvements.
• Partner with IT, Information Security, Facilities, Procurement, and third-party vendors to standardize hardware, software, and support processes.
• Participate in technology refreshes, new technology deployments, and continuous improvement initiatives.
• Maintain accurate documentation of configurations, procedures, and support activities.

Minimum Qualifications Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
• Equivalent combination of education, certifications, and relevant experience may be considered.

Experience

• 2-5 years of experience in IT support, help desk operations, desktop support, or end-user services.
• Hands-on experience supporting Windows and/or macOS environments.
• Experience supporting Microsoft 365 environments and identity management platforms.
• Experience working in executive-facing or white-glove support environments preferred.
• Experience supporting conference room technology, AV systems, and collaboration platforms preferred.
• Experience with endpoint management and device deployment technologies.

Knowledge, Skills & Abilities

• Strong troubleshooting skills across hardware, operating systems, software applications, and network connectivity.
• Hands-on experience with Microsoft 365 administration and support.
• Knowledge of Microsoft Entra ID (Azure AD), Active Directory, MFA, and user access management.
• Familiarity with endpoint management platforms such as Microsoft Intune, SCCM, or equivalent solutions.
• Experience supporting collaboration platforms including Microsoft Teams, Zoom, and Poly systems.
• Strong customer service orientation with exceptional executive presence.
• High degree of professionalism, discretion, confidentiality, and responsiveness.
• Ability to work independently in a highly visible executive-facing environment.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time-management skills with the ability to prioritize multiple requests.
• Advanced problem-solving and critical-thinking abilities.
• Detail-oriented mindset with a commitment to continuous improvement and operational excellence.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certifications
• ITIL Foundation Certification
• Additional Microsoft Endpoint Management or Azure certifications preferred

Key Performance Indicators (KPIs)

• End-user satisfaction scores.
• Executive support responsiveness and service quality.
• First-call resolution rates.
• Ticket resolution time and SLA compliance.
• Device deployment and provisioning turnaround times.
• Conference room and meeting technology uptime.
• Asset inventory accuracy.
• Successful onboarding and offboarding completion.
• Reduction in recurring support issues.
• Documentation completeness and accuracy.

Work Environment & Physical Requirements

• Primarily onsite in a professional corporate office environment.
• Frequent interaction with executives, senior leadership, and business stakeholders.
• Requires the ability to move and install computer equipment and peripherals weighing up to 30 pounds.
• Occasional after-hours support may be required for executive meetings, technology deployments, or critical incidents.
• Ability to remain composed and professional while supporting high-priority business activities and time-sensitive requests.
• May require walking between conference rooms, offices, and support locations throughout the facility.