End User Support Engineer

Responsibilities

• Serve as first point of contact for technical issues via help desk, chat, email, and in-person. Manage tickets in the internal ticketing system with accurate documentation
• Troubleshoot and resolve endpoint issues (macOS) including hardware, software, connectivity, and user accounts
• Provision and configure endpoints across macOS environments. Handle device enrollment, software installation, and security policies
• Administer collaboration tools (Microsoft 365, Slack, Zoom) for day-to-day user support, password resets, and license management
• Handle onboarding and off-boarding including device setup, account provisioning, access control, and equipment retrieval
• Maintain conference room systems (Zoom Rooms, AV equipment) and respond to meeting issues
• Support IT projects including OS upgrades, software rollouts, and other user facing improvements
• Create and maintain knowledge base articles and troubleshooting guides

Requirements

• 2+ years in IT support, desktop support, or help desk roles
• Proven experience supporting macOS and iOS in corporate environments
• Working knowledge of Microsoft 365 and collaboration platforms (Slack, Zoom, Atlassian, etc.)
• Experience with ticketing systems and ITSM platforms (Jira, Zendesk, ServiceNow, etc.)
• Hands-on experience with conference room technology (Zoom Rooms, AV systems)
• Excellent customer service and communication skills. Patient, detail-oriented, and able to explain technical issues clearly
• Strong multitasking and prioritization skills in fast-paced environments
• Creative and analytical thinker with a proactive, solution-focused mindset

Preferred Qualifications

• Exposure to endpoint management platforms (Jamf Pro, Intune)
• IT asset lifecycle management experience
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and directory services (Active Directory, Entra ID, LDAP)
• Experience in financial services or regulated industries