End User Support Engineer

End User Support Engineer I

About the Position

The Technical Support Specialist focuses on providing exceptional technical support and service to end-users within the organization, specializing in end-user computing technologies. In this role, you will troubleshoot and resolve technical issues related to desktop computing, mobile device management, and software applications. You will work directly with customers and internal staff to deliver timely and effective solutions, ensuring smooth operations and minimal downtime.

As a Technical Support Specialist, your ability to maintain professional and courteous communication with users is critical. The position involves working in a structured, fast-paced environment where multitasking, adaptability, and problem-solving are essential. In addition, you will collaborate with cross-functional teams to support the organization’s IT needs.

The role also involves leveraging modern endpoint management tools like Azure Intune and Microsoft Entra for device management, security, and identity governance. This is a customer-facing role, so strong interpersonal and communication skills are essential.

Position Qualifications

Education

• An Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a closely related field is preferred, along with 2+ years of professional experience. Candidates with a minimum of four (4) years of equivalent professional experience, in lieu of a degree, will also be considered..
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are preferred but not required.
• Other combinations of education and experience may be considered in substitution for the minimum qualifications.

Experience

• Minimum of 2 years of experience in technical support or help desk environments.
• 3+ years administering or supporting enterprise collaboration tools (e.g., Jira/Atlassian Suite, Slack, Microsoft Teams, SharePoint, Salesforce, or similar).
• Hands-on experience with Jira administration (workflows, custom fields, permissions, dashboards, integrations).
• Experience with Microsoft Windows operating systems, desktop applications, and troubleshooting hardware/software issues.
• Familiarity with cloud-based tools such as Azure Intune for endpoint management.
• Basic understanding of security practices, including endpoint protection, encryption, and multi-factor authentication (MFA).
• Knowledge of Microsoft Entra for identity management and access governance.
• Experience with ticketing systems (e.g., Jira, ServiceNow) for issue tracking and resolution.

Essential Job Tasks

• (This is not an all-inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.)

• Administer Jira Service Management (ITSM), including request types, service catalogs, SLAs, automation rules, and queues to support IT operations and service delivery.
• Develop dashboards, filters, and reports to provide actionable insights for IT, security, development, and business teams.
• Serve as the primary administrator for Jira, including configuration, customization, and user support.
• Support and maintain additional collaboration platforms (Slack, Microsoft Teams, SharePoint, Confluence, and others).
• Partner with stakeholders to gather requirements and implement improvements to workflows, dashboards, and integrations.
• Provide technical support to end-users for desktop, laptop, and mobile devices, ensuring efficient resolution of hardware, software, and connectivity issues.
• Manage and troubleshoot devices using Microsoft Intune, including configuration profiles, application deployment, and security compliance.
• Utilize Microsoft Entra for managing identity, access control, and security policies across devices and applications.
• Collaborate with cross-functional teams to support the organization’s IT needs, resolving complex technical issues as necessary.
• Communicate effectively with users to understand their needs, explain technical concepts, and provide solutions in a clear and user-friendly manner.
• Implement and maintain basic security measures, such as enforcing multi-factor authentication (MFA), encryption, and compliance with security protocols.
• Create and maintain documentation for troubleshooting steps, knowledge base articles, and procedures.
• Participate in on-call support rotation and assist with emergency situations as needed.
• Deploy and configure new devices using Microsoft Autopilot, ensuring proper setup and security compliance for end-users.
• Install and configure SQL Server applications, ensuring they function correctly on end-user systems.
• Install, Configure, and troubleshoot Microsoft Distributed Transaction Coordinator (MSDTC) for client applications, including firewall and DNS rules necessary for functionality.
• Troubleshoot DNS-related issues, such as name resolution and domain connectivity, across internal and customer networks.
• Configure and validate firewall rules for product installations and updates, including coordination with customer IT teams.
• Assist with server installations, migrations, and infrastructure upgrades, including RAID configuration and hardware troubleshooting in collaboration with internal teams.
• Support Azure portal for basic administrative tasks, including monitoring, identity troubleshooting, and resource access reviews.
• Configure and support VPN connections and site-to-site tunnels to enable secure remote installations and support sessions.
• Knowledge of Office 365 administration, including license management, mailboxes, and identity-related troubleshooting.
• Maintain composure in unfamiliar or high-pressure situations, ensuring users retain confidence in your ability to resolve their technical issues.
• Participate in an open, collaborative team environment, sharing ideas, knowledge, and working toward common goals to deliver exceptional customer service and effective solutions.

Skills and Competencies

• Proficiency in managing devices using Microsoft Intune and Microsoft Entra (formerly Azure AD).
• Configuring, customizing, and maintaining Jira projects, boards, workflows, and dashboards for both ITSM and software development use cases.
• Building and managing Jira Service Management queues, SLAs, request types, and automation rules to support IT operations.
• Developing reports and dashboards in Jira and Confluence to deliver actionable insights to stakeholders.
• Independently perform on-site and remote product installations for new and existing customers, including all necessary software and network configurations.
• Strong understanding of Windows operating systems and desktop applications.
• Ability to troubleshoot a wide range of technical issues involving hardware, software, and networking.
• Basic knowledge of security principles and practices, including MFA, encryption, and endpoint protection.
• Excellent verbal and written communication skills to interact with non-technical users.
• Strong problem-solving skills and ability to work effectively in a fast-paced, dynamic environment.
• Experience with Microsoft Autopilot for automated device deployments and SQL Server installation and configuration.

Other requirements

• Prior to hiring, BS&A requires that all candidates pass a background review.

Knowledge, Skills, and Abilities

Knowledge of

• Endpoint management and security best practices, specifically with Microsoft Intune and Entra.
• Microsoft Windows operating systems and related desktop applications.
• Basic networking protocols and troubleshooting techniques.
• Security principles such as multi-factor authentication, encryption, and endpoint protection.
• SQL Server installation and configuration practices.
• Jira Software and Jira Service Management administration, including workflows, fields, permissions, automation, SLAs, and service catalogs.
• Collaboration platforms such as Confluence, Slack, Microsoft Teams, and SharePoint, and how they integrate with enterprise systems.
• ITIL framework and IT service management (ITSM) concepts, especially incident, problem, change, and request management.
• Agile methodologies (Scrum, Kanban) and their implementation within Jira Software.

Skill in

• Configuring and troubleshooting devices using Microsoft Intune and Microsoft Entra.
• Supporting end-user computing devices (desktops, laptops, mobile devices) and software applications.
• Communicating effectively with users and explaining technical solutions in simple terms.
• Managing user access and security policies using Microsoft Entra.
• Supporting Virtual Desktop Infrastructure (VDI), Citrix / AVD environments, and browser-based application deployments.

Ability to

• Work effectively in a fast-paced, structured environment, handling multiple tasks simultaneously.
• adoption of collaboration tools.
• Identify opportunities for automation and process improvement across enterprise applications.
• Stay current on Atlassian platform changes, industry best practices, and emerging tools in the collaboration/ITSM space.
• Resolve technical issues efficiently while maintaining a professional and courteous demeanor.
• Collaborate with internal development, quality assurance, and IT teams to validate environments and execute configuration changes during deployments or escalated support events.
• Learn and adapt to new technologies and procedures quickly.

Working Conditions

• Primarily Indoors office environment
• Rarely outdoors, in temperatures above 90 degrees or below 40 degrees
• Must be available for on-call rotation and to handle emergencies.
• Lifting floor to waist fifty (50) lbs
• Lifting waist to shoulder twenty-five (25) lbs
• Lifting shoulder to overhead twenty (20) lbs
• Carrying fifty (50) lbs for 10 feet
• Pushing/pulling fifty (50) lbs for 10 feet

Supervision

Reports to: Director of IT