Job Description

About the Role

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We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.

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Roles & Responsibilities

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• Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh ( 25%).

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• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.

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• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).

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• Handle onboarding/offboarding tasks and miscellaneous IT requests.

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• Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.

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• Perform KTLO activities: inventory management, storage clean-up, asset disposal.

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• Conduct User Acceptance Testing for new images and projects.

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• Manage OS and application patching/feature updates.

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• Deliver global new-hire IT orientation and remote training.

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• Create and maintain end-user instructions and technical documentation.

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• Support company-wide town halls and customer engagement events.

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• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.

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• Ensure effective ticket and queue management.

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• Provide VIP support for Customer C and C+1 team ( 75 users).

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• Interface with hardware vendors for planning and problem resolution.

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• Configure and troubleshoot VPN clients; coordinate with Command Center.

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• Perform secure data deletion before disposal or user reassignment.

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Required Skills & Qualifications

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• Strong knowledge of hardware troubleshooting for PCs and peripherals.

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• Experience with OS patching, application updates, and Citrix VDI environments.

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• Familiarity with Windows 11 rollout and domain migration.

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• Excellent communication and documentation skills.

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• Ability to manage multiple priorities and work under pressure.

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• Experience in handling VIP support and global end-user training.

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Preferred Qualifications

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• Bachelor's degree in Computer Science, Information Technology, or related field.

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• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.

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• Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.

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• Knowledge of ITIL processes and best practices.

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• Prior experience in global IT support environments and handling large-scale rollouts.

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• Familiarity with security incident management and compliance standards.

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Key Competencies

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• Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.

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• Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.

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• Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.

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• Collaboration: Skilled in working with cross-functional teams and external vendors.

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• Adaptability: Comfortable handling urgent requests and agile priorities.

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• Communication: Clear and professional communication for training, documentation, and stakeholder updates.

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• Process Orientation: Attention to detail in ticket management and compliance.

📌 End-User Support Specialist (Darlinghurst)
🏢 American IT Systems
📍 Darlinghurst