Senior End User Support II

Job Summary

We are seeking a tech-savvy, customer-focused Senior End User Support professional to join the IT team. In this role, you will provide hands-on and remote technical support to staff, contractors, and Board members. You will support hardware, software, collaboration tools, meeting services, and IT processes to maintain a secure and productive work environment across office and remote settings.

This role involves close collaboration with infrastructure, security, and applications teams, while also mentoring team members and improving service delivery, processes, and tool adoption. You will own the end-to-end user experience—from onboarding through daily support to issue resolution and continuous improvement.

Key Responsibilities & Duties

Advanced User Support & Escalation Handling

• Provide expert troubleshooting for escalated hardware, software, and system issues (MacOS, Windows, mobile, enterprise apps)
• Lead resolution of high-impact incidents across IT teams and vendors
• Support VIP users, including Board members and executives
• Act as remote hands for infrastructure and network teams

User Lifecycle Management & IT Compliance

• Log, track, and manage requests via ITSM systems
• Support Joiner-Mover-Leaver (JML) processes (onboarding/offboarding, access control)
• Coordinate with HR and security for compliance
• Enforce IT policies, including data retention and security procedures

Collaboration & Productivity Tools

• Administer and support tools (Microsoft 365, Zoom, Slack, etc.)
• Train users and troubleshoot productivity platforms
• Promote security best practices (passwords, data handling, system usage)

Project Support & Initiatives

• Lead end-user IT projects (hardware refreshes, rollouts, training)
• Support cross-functional IT initiatives
• Identify improvements through user feedback and trend analysis

Conference Room & Meeting Support

• Provide on-site and remote support for meetings and events
• Set up, troubleshoot, and support hybrid environments
• Maintain AV systems, displays, and meeting room technology
• Ensure smooth execution of video conferencing and town halls

Hardware & Asset Management

• Deploy and maintain desktops, laptops, printers, and mobile devices
• Track and manage IT asset inventory and lifecycle

Mentoring

• Mentor junior staff and act as escalation point
• Assist with onboarding and training new team members
• Contribute to performance reviews and development planning
• Participate in on-call rotations

Security & Compliance

• Promote endpoint security and access control best practices
• Partner with InfoSec to enforce security requirements

Required Knowledge, Skills, and Abilities (KSAs)

(Reasonable accommodations may be made to perform essential functions)

• Advanced expertise in MacOS, Windows, mobile OS, and productivity tools (Microsoft 365, Google Workspace)
• Experience with conferencing platforms (Zoom, MS Teams)
• Strong knowledge of ITSM tools and ticket lifecycle management
• Excellent troubleshooting skills (hardware, software, VPN, peripherals)
• Understanding of IAM, MFA, endpoint security, and configuration policies
• Experience supporting executives with professionalism and discretion
• Strong documentation and knowledge-sharing skills
• Excellent communication and customer service mindset
• Ability to manage multiple priorities and deadlines
• Comfortable working independently and with global teams
• Scripting experience (preferred)

Education and Experience Requirements

• Bachelor’s degree (required)
• 7+ years of technical support experience or equivalent
• Experience leading or contributing to user-facing IT projects
• Preferred certifications: CompTIA A+, Microsoft 365 Certified, ITIL Foundations

Language Requirements

• Fluency in written and spoken English (required)
• Additional languages preferred

Working Conditions & Physical Requirements

• Office environment with moderate noise and limited privacy
• Frequent standing, walking, and sitting
• Regular use of hands, arms, hearing, and speaking
• Vision requirements: close vision, color vision, focus adjustment
• Ability to lift/move up to 25 pounds

Travel Requirements

• International travel: ~10–12 days per trip, ~3 times/year
• Domestic/international travel: ~3–6 days per trip, ~5 times/year
• Must be able to travel globally with minimal restrictions
• Comfortable working in an international environment

Targeted Base Salary Low:

$40,000 + 10% Bonus + Benefits

Targeted Base Salary High:

$50,000 + 10% Bonus + Benefits