Job Type: Full-time

About the Role 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. Roles & Responsibilities • Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh ( 25%). • Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology. • Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation). • Handle onboarding/offboarding tasks and miscellaneous IT requests. • Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh. • Perform KTLO activities: inventory management, storage clean-up, asset disposal. • Conduct User Acceptance Testing for new images and projects. • Manage OS and application patching/feature updates. • Deliver global recent-hire IT orientation and remote training. • Create and maintain end-user instructions and technical documentation. • Support company-wide town halls and customer engagement events. • License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic. • Ensure effective ticket and queue management. • Provide VIP support for Customer C and C+1 team ( 75 users). • Interface with hardware vendors for planning and problem resolution. • Configure and troubleshoot VPN clients; coordinate with Command Center.



• Perform secure data deletion before disposal or user reassignment. Required Skills & Qualifications • Strong knowledge of hardware troubleshooting for PCs and peripherals. • Experience with OS patching, application updates, and Citrix VDI environments. • Familiarity with Windows 11 rollout and domain migration. • Excellent communication and documentation skills. • Ability to manage multiple priorities and work under pressure. • Experience in handling VIP support and global end-user training. Preferred Qualifications • Bachelor's degree in Computer Science, Information Technology, or related field. • IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent. • Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management. • Knowledge of ITIL processes and best practices. • Prior experience in global IT support environments and handling large-scale rollouts. • Familiarity with security incident management and compliance standards. Key Competencies • Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications. • Problem-Solving: Ability to diagnose and resolve complex technical issues quickly. • Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction. • Collaboration: Skilled in working with cross-functional teams and external vendors. • Adaptability: Comfortable handling urgent requests and dynamic priorities. • Communication: Clear and professional communication for training, documentation, and stakeholder updates. • Process Orientation: Attention to detail in ticket management and compliance.

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