End User Support Specialist

Desktop Support Roles & Responsibilities Technical Support & Troubleshooting Diagnose and resolve hardware / software issues on desktops, laptops, and peripherals. Provide remote and in-person support for end-user technical problems. Maintain logs of incidents and resolutions. System Setup & Maintenance Install, configure, and upgrade operating systems and applications. Perform routine maintenance and minor repairs. Monitor system performance and proactively address issues. Network & Security Support Assist with LAN / WAN connectivity, VPN setup, and network troubleshooting. Manage user access and security policies via Microsoft Entra ID (formerly Azure AD). Support DNS, DHCP, and group policy configurations. Device Management with Intune Enroll and manage devices using Microsoft Intune. Apply compliance policies and configuration profiles. Monitor device health and enforce security baselines. Cloud & Azure Integration Support users with Azure-based applications and services. Assist in provisioning and troubleshooting virtual desktops or cloud-hosted environments. Collaborate with cloud teams on identity, access, and resource management. Endpoint Protection & Update Management Monitor and manage endpoint security using Microsoft Defender. Administer Windows updates using WSUS and Azure Update Manager. Ensure systems are compliant with update and patching policies. User Support & Training Respond to user inquiries via phone, email, or ticketing systems. Train users on new tools, software, and IT policies. Document solutions and create user-friendly guides. Inventory & Asset Management Track and manage hardware inventory and lifecycle. Coordinate equipment deployment and recovery. Documentation & Reporting Maintain technical documentation and knowledge base articles. Generate reports on support metrics, device compliance, and incident trends. Collaboration & Escalation Work with infrastructure, security, and cloud teams to resolve complex issues. Escalate unresolved problems to higher-level support or vendors.