Job Description
JOB TITLE: End User Services Support Specialist
INDUSTRY: Industrial Services
LOCATION: Brownsburg, IN
SUMMARY
Theoris is assisting our client in their search for an End User Services Support Specialist. The End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. The role focuses on operational execution, consistency, and attention to detail to free senior staff for higher-level strategic initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
QUALIFICATIONS
PREFERRED QUALIFICATIONS
BEST IN CLASS BENEFITS
We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:
About Theoris:
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.
INDUSTRY: Industrial Services
LOCATION: Brownsburg, IN
SUMMARY
Theoris is assisting our client in their search for an End User Services Support Specialist. The End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. The role focuses on operational execution, consistency, and attention to detail to free senior staff for higher-level strategic initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Resolve escalated tickets from Tier 1 related to end-user hardware, software, and access issues; own issues through resolution with clear, professional communication.
- Use ITSM tools to track, document, and communicate work performed, troubleshooting steps, and outcomes.
- Perform root cause analysis, identify recurring issues, and document solutions as knowledge base articles and end-user guides.
- Escalate unresolved issues to Tier 3 with complete technical notes, timelines, and reproduction steps to enable efficient resolution.
- Provide white-glove support for executives and key business users when required, including proactive follow-up and coordination across IT teams.
- Install, configure, and troubleshoot desktops/laptops, printers, and mobile devices (iOS/Android) both desk-side and remotely.
- Troubleshoot Windows 10/11 and macOS issues (profiles, connectivity, application performance) at an advanced, end-user support level.
- Diagnose and resolve common hardware and peripheral issues (docks, monitors, keyboards, mice, headsets, printers/scanners) and coordinate warranty repair as needed.
- Support user onboarding/offboarding tasks including device setup, accessory issuance, and basic access validation.
- Support VPN, Wi-Fi, and basic network connectivity issues for end users; isolate device vs. network vs. identity/account causes.
- Apply TCP/IP fundamentals to troubleshoot addressing, gateway reachability, and DNS basics; document findings for escalation when needed.
- Validate known outages/service health and coordinate with network/security teams during broader incidents.
- Support Active Directory and Entra ID user
- Manage group memberships (security and distribution) and validate access changes based on approved requests.
- Perform password resets and assist with account lockout troubleshooting in alignment with security procedures.
- Troubleshoot common identity and authentication issues including MFA registration/challenges and Conditional Access-related access blocks (within defined support scope).
- Demonstrate familiarity with Entra ID / Active Directory hybrid identity concepts and hybrid-joined devices, including how they impact sign-in, access, and device management.
- Support and maintain Intune policies, configuration profiles, and compliance settings.
- Troubleshoot device enrollment, policy application, and configuration issues.
- Support iOS/iPadOS and Windows device management workflows.
- Execute standardized laptop and mobile device deployments, including white glove provisioning.
- Validate required applications, security tools, and branding prior to device shipment.
- Assist with device enrollment and access workflows during setup.
- Package, test, and deploy applications through Intune (Win32/MSI).
- Configure install/uninstall commands, detection rules, and basic requirement logic.
- Support pilot testing and deployment monitoring.
- Diagnose and resolve Microsoft 365 issues including Outlook profile/mailbox access, Teams client functionality (calling, presence), OneDrive sync troubleshooting, and basic SharePoint permissions.
- Troubleshoot application access, licensing, permissions, and user configuration issues; partner with identity and security teams when issues involve authentication or policy enforcement.
- Coordinate hardware refresh activities, replacements, and device lifecycle tracking.
- Assist with inventory accuracy, logistics, and refresh documentation.
- Support endpoint patching and vulnerability remediation efforts through operational follow through.
- Coordinate with internal teams and vendors as needed for endpoint security tooling.
- Have a strong understanding of managing assets and configuration items in ServiceNow.
- Assist with asset lifecycle tracking and operational process improvements.
- Assist with cellular device provisioning, activation, and line management.
- Support coordination with cellular providers (e.g., Verizon) including account updates and reviews.
- Help track billing, changes, and follow up actions.
QUALIFICATIONS
- 5+ years of experience in IT End User Services / Tier 2 support, including escalations and customer-facing troubleshooting.
- Advanced Windows 10/11 troubleshooting skills and working macOS support knowledge (profiles, connectivity, application support).
- Experience supporting Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) in an end-user environment.
- Identity & Access skills including Active Directory (on-prem) and Entra ID (Azure AD), group membership management, and MFA troubleshooting; familiarity with Entra/AD hybrid identity and hybrid-joined devices.
- End-user networking fundamentals to include TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting.
- Hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates.
- Proficiency using ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits; ability to create knowledge base articles and support documentation.
- Strong organizational skills, attention to detail, and clear written/verbal communication.
PREFERRED QUALIFICATIONS
- Experience with Windows Autopilot and device provisioning workflows.
- Exposure to ServiceNow (ITSM, knowledge, or asset management).
- Nice to have: Intune/MDM troubleshooting experience and familiarity with endpoint security agents (e.g., Microsoft Defender, CrowdStrike).
- Experience supporting hardware refresh programs.
- Experience coordinating or supporting cellular providers and mobile plans.
BEST IN CLASS BENEFITS
We are in the people business; treating people right is our ONLY priority. Theoris Services consultants are full-time employees with full benefits, including:
- Robust Health Insurance
- 401(k) plan
- Excellent cash-based referral program
About Theoris:
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.
Numbers & Facts
| Location | Brownsburg, IN |
| Industry | Staffing/Employment Agencies |
| Company Size | 50 to 99 employees |
| Year Founded | 2014 |
| Website | http://www.insyncstaffing.com/default.html |
About Company
We recognize the VMS program management team is our customer and needs to be serviced with integrity, so we built and continue to improve upon our delivery methods as we strive to provide the highest quality service possible.
inSync Staffing’s management team recognized ten years ago the inevitable changes to the staffing industry being brought about by technology and the growing trend of Fortune 1000 corporations to outsource management of their contingent workforces to meet compliance and cost control goals. Rather than swim upstream against the changes, inSync Staffing has embraced MSP and VMS programs as our customers, not competitors. We asked program managers how they want to be serviced.
The result of their input is that we have structured inSync Staffing as a recruiting and customer service organization, unlike traditional staffing companies who sell directly to the end client. Our delivery model allows us concentrates our resources on how to best supply candidates in a very competitive MSP/VMS program environment.
Skills
- Androidunmatched
- Applications Securityunmatched
- Asset Managementunmatched
- Atlassian JIRAunmatched
- Authenticationunmatched
- Billingunmatched
- Brand Marketing (Branding)unmatched
- Communication Skillsunmatched
- Computer Firmwareunmatched
- Configuration Managementunmatched
- Customer Escalationsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- DNS (Domain Name System)unmatched
- Desktop PCunmatched
- Detail Orientedunmatched
- Document Scannersunmatched
- Documentationunmatched
- Endpoint Securityunmatched
- Follow Throughunmatched
- Hardware Administrationunmatched
- Health Insuranceunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- Identify Issuesunmatched
- Information Technology & Information Systemsunmatched
- Keyboardsunmatched
- Knowledge Baseunmatched
- Laptop PCunmatched
- Licensingunmatched
- Logisticsunmatched
- Mac Operating Systemunmatched
- Machine Toolunmatched
- Manufacturing Data Managementunmatched
- Microsoft Access Databaseunmatched
- Microsoft Active Directoryunmatched
- Microsoft Outlookunmatched
- Microsoft Product Familyunmatched
- Microsoft SharePointunmatched
- Microsoft Windows Azureunmatched
- Microsoft Windows Operating Systemunmatched
- Microsoft Windows System Administrationunmatched
- Mobile Applicationsunmatched
- Mobile Devicesunmatched
- Network Connectivityunmatched
- Network Securityunmatched
- Onboardingunmatched
- Operational Improvementunmatched
- Operations Processesunmatched
- Organizational Skillsunmatched
- Peripheral Hardwareunmatched
- Presentation/Verbal Skillsunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Root Cause Analysisunmatched
- ServiceNowunmatched
- Software Administrationunmatched
- Software Patchesunmatched
- Strategic Planningunmatched
- Support Documentationunmatched
- TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
- Team Lead/Managerunmatched
- Technical Recruitingunmatched
- Technical Supportunmatched
- Testingunmatched
- VPN (Virtual Private Network)unmatched
- Wi-Fiunmatched
- Win32 API (Application Programming Interface)unmatched
- iOSunmatched
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