Job Brief:
As an End User Services Specialist, you will deliver technical support and seamless IT operational experiences to internal team members. You will act as a primary technical resource, ensuring local and remote employees have the hardware, software, identity access, and network reliability needed to build the future of construction technology.
Responsibilities:
Provide Tier 1 2 technical support for hardware, software, network connectivity, and operating systems (macOS, Windows) across global offices and remote setups.
Manage the full employee onboarding and offboarding lifecycle, including laptop provisioning, endpoint configuration (Jamf, Intune), and identity lifecycle access (Okta, Active Directory).
Maintain ticket queues in ITSM platforms (e.g., Jira Service Management, ServiceNow), managing incidents and service requests within strict SLA targets.
Troubleshoot productivity tools and SaaS platforms, including Google Workspace, Slack, Zoom, Microsoft 365, and Zoom Rooms.
Partner with IT Infrastructure and Information Security teams to deploy system updates, security patches, and enforce endpoint compliance.
Maintain an organized inventory of hardware assets, accessories, and licenses; coordinate hardware repairs, warranty replacements, and hardware refreshes.
Draft, maintain, and update self-service knowledge base documentation for internal users and team standard operating procedures (SOPs).
Requirements:
Experience: 2+ years in an enterprise IT support, Help Desk, or End User Services role.
OS Expertise: Proficiency supporting both macOS and Windows operating systems in a corporate network environment.
Identity & Access Management: Hands-on experience with identity platforms (Okta, Active Directory) and Mobile Device Management (Jamf Pro, Microsoft Intune).
Core SaaS Stack: Familiarity with managing cloud tools like Google Workspace, Slack, Zoom, and Jira/Confluence.
Troubleshooting: Strong analytical skills with a methodical approach to diagnosing hardware, application, and basic network issues.
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