IT End User Experience Specialist

The IT End User Experience Specialist is dedicated to creating a smooth, secure, and positive technology experience for employees. This role supports the Microsoft 365 environment, manages end-user devices, handles break/fix issues, and provides daily IT operational support.

Manage Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, Teams, and related applications.
• Administer user accounts, permissions, and security groups using Azure Active Directory.
• Deploy, configure, and maintain Windows and macOS workstations.
• Use administrative device management tools to manage updates, deploy software, and enforce security policies.
• Troubleshoot and resolve hardware, software, and operating system issues.
• Support Meraki wireless network, including monitoring performance, managing configurations, and troubleshooting connectivity issues.
• Support FortiClient VPN and EMS, including client deployment, configuration, and user connectivity troubleshooting, while coordinating with network and security teams to resolve VPN-related incidents and configuration changes.
• Assist with diagnosing and resolving end-user network or security-related issues.
• Provide Tier 2/3 technical support for escalated help desk requests.
• Support onboarding and offboarding processes, including device preparation, shipping new-hire equipment, and coordinating equipment retrieval
• Identify opportunities to improve processes and enhance the end-user experience.
• Enforce endpoint security standards including antivirus, encryption, patching, and access controls.
• Support identity and access management for devices and applications.
• Assist with investigations and remediation of security alerts.
• Assist with IT projects such as upgrades, migrations, and new technology deployments.
• Work with cross-functional teams to improve digital workspace tools and workflows.
• Maintain accurate documentation of systems, processes, and configurations.

• Strong attention to detail and ability to follow established processes and procedures
• Ability to prioritize tasks, manage time effectively, and handle multiple projects simultaneously.
• Comfortable working in a fast-paced, collaborative environment with tight deadlines.
• Excellent verbal, written, and interpersonal communication skills with a customer experience-focused mindset.
• Strong technical aptitude and analytical skills for troubleshooting and problem resolution.
• Experience with Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive, Teams, and related applications.
• Experience with Active Directory and Entra ID (Azure AD).
• Working knowledge of macOS and Windows 11 operating systems.
• Proficiency in troubleshooting common Microsoft products (e.g., Office, Outlook).
• Proficiency with Microsoft Office Suite and other Windows-based applications

Preferred Experience

• Prior experience in a Help Desk, IT Support, or Technical Support role.
• Experience supporting Microsoft 365 in an enterprise environment.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira).
• Experience with user account provisioning, permissions, and group management in Active Directory and Entra ID (Azure AD).
• Experience supporting remote and hybrid work environments.
• Knowledge of basic networking concepts (DNS, DHCP, VPN).
• Experience supporting mobile devices (iOS and Android).
• Familiarity with endpoint management tools (Intune, MDM, or similar).
• Experience supporting remote and hybrid work environments.
• Experience providing customer-facing technical support with a strong customer service focus.

Working Conditions

• Office based role; required to work onsite five days per week with the opportunity to shift to a hybrid model as determined by organizational requirements.

Pay Transparency
TierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It's important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.

Pay Range $51,746.37 - $77,619.56

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