End User Support Associate

Job Description

Job Description

Job Title : End User Support Associate

Location : Washington, D.C. (remote)

Assignment Type : 6-Month Contract (Extension Possible)

Category : Technology & Cybersecurity

FLSA Status : Exempt

Compensation : $31.00 – $35.00 / Per hour (based on experience)

Benefits : This position is eligible for medical, dental, vision, and 401(k).

Overview :

Addison Group is seeking an End User Support Associate to join the Technology and Cybersecurity team at CAF America , a global leader in cross-border charitable giving. This role supports CAF America’s large-scale migration from Google Workspace to Microsoft 365 (M365) as part of its Modern Workplace transformation. The End User Support Associate will deliver hands-on assistance, reinforce training, and provide day-of-cutover support to help staff confidently adopt M365 tools.

Key Responsibilities :

• Deliver Tier 1 and Tier 2 end-user support for Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Guide users through migration activities, including mailbox, calendar, and file access transitions.
• Troubleshoot issues related to mail delivery, Teams functionality, and file permissions.
• Manage and respond to helpdesk tickets, calls, and chat requests.
• Support internal “power users” and departmental leads across all migration phases.
• Host live sessions and office hours to reinforce user training.
• Document, track, and escalate recurring issues to senior IT staff.
• Maintain an internal knowledge base with FAQs and quick guides.
• Capture user feedback to improve training and communication.

Qualifications :

Preferred :

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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