Position Overview
We are seeking an End-User Support Specialist to join a Technical Services Support team in Harrisburg, Pennsylvania.
The selected candidate will provide technical support for laptops, desktops, tablets, smartphones, Microsoft 365 applications, Microsoft Teams, conference-room technology, and other endpoint devices. This role requires strong hands-on troubleshooting skills and experience supporting Microsoft technologies in an enterprise environment.
The position will be fully onsite during the first three months. After the initial period, a hybrid schedule may be available depending on operational needs. The hybrid schedule is expected to include approximately three onsite days per week.
Key Responsibilities
- Provide technical support for laptops, desktops, tablets, smartphones, and other endpoint devices.
- Troubleshoot hardware, software, operating-system, connectivity, browser, and application issues.
- Support Microsoft Windows operating systems in an enterprise environment.
- Install, configure, maintain, and troubleshoot Microsoft 365 applications.
- Support Microsoft Teams meetings, video calls, collaboration tools, conference rooms, and audio/video equipment.
- Use Microsoft SCCM and Intune to deploy applications, distribute software updates, manage devices, and maintain endpoint security.
- Manage user accounts, devices, groups, permissions, and Group Policy settings through Active Directory.
- Support Windows, iOS, and Android devices using mobile device management tools.
- Install, configure, and troubleshoot business applications on mobile phones and tablets.
- Create PowerShell scripts for reporting, automation, and endpoint administration.
- Troubleshoot web browsers and browser-based business applications.
- Provide timely, professional, and courteous support to end users.
- Create clear technical documentation, troubleshooting guides, procedures, and knowledge-base articles.
- Identify recurring technical issues and recommend process improvements.
- Work with infrastructure, security, application, and support teams to resolve technical incidents.
- Follow all organizational security, equipment-use, and data-protection requirements.
Required Qualifications
- At least one year of experience in technical support, desktop support, endpoint support, or device management.
- Experience supporting laptops, desktops, tablets, and smartphones.
- Experience troubleshooting hardware and software issues.
- Experience supporting Microsoft Windows in an enterprise environment.
- Experience supporting Microsoft 365 applications.
- Experience supporting Microsoft Teams meetings, video conferencing, and collaboration tools.
- Experience with Microsoft SCCM and Intune.
- Experience using mobile device management tools for Windows, iOS, and Android devices.
- Experience with Active Directory, users, groups, devices, and Group Policy.
- Experience creating PowerShell scripts for reporting or automation.
- Experience preparing technical documentation for end users and technical teams.
- Strong troubleshooting, analytical, and problem-solving skills.
- Strong written and verbal communication skills.
- Demonstrated customer-service experience.
- Ability to work effectively in a team environment.
Preferred Qualifications
- Experience supporting Microsoft Teams conference rooms.
- Experience installing and supporting mobile applications in an enterprise environment.
- Experience supporting remote and mobile users.
- Experience troubleshooting browser-based applications.
- Experience with VBScript.
- Experience creating user guides, technical procedures, and knowledge-base documentation.
- Experience recommending or implementing technical support process improvements.
Work and Interview Requirements
- The selected candidate must work onsite in Harrisburg, PA, for the first three months.
- A hybrid schedule may be available afterward based on operational needs.
- The anticipated hybrid schedule includes approximately three onsite days per week.
- Candidates must be able to attend a video-enabled Microsoft Teams interview.
- Candidates may be required to present a valid photo ID at the beginning of the interview.
- Government-issued equipment must remain within the United States at all times.
- The position is scheduled for 37.5 hours per week.
Resume Requirements
The candidate’s resume must clearly demonstrate experience with:
- Desktop and endpoint support
- Windows operating systems
- SCCM
- Microsoft Intune
- Active Directory and Group Policy
- Microsoft Teams
- Microsoft 365
- Mobile device management
- PowerShell scripting
- Hardware and software troubleshooting
- Technical documentation
Resumes should contain only relevant professional experience, responsibilities, technologies, and accomplishments. General company descriptions and unrelated information should not be included.