Administrative Management, Apple Macs, Atlassian JIRA, Bash Scripting, Best Practices, Communication Skills, Computer Security, Continuous Improvement, Customer Support/Service, Endpoint Security, Enterprise Applications, Hardware Administration, Help Desk, IT Service Management (ITSM), Identify Issues, Identity Data Management, Information Technology & Information Systems, International Information Systems Security Certification Consortium (ISC)2, Internet Security, Inventory Management, Laptop PC, Lift/Move 50 Pounds, Mac Operating System, Microsoft Certifications, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Nonprofit, Office Equipment, On Call, Onboarding, Operational Support, People Management, Problem Solving Skills, Process Improvement, Product Lifecycle, Scripting (Scripting Languages), Service Level Agreement (SLA), Software Administration, Software Patches, Support Documentation, Technical Support, Technical Writing, Time Management, User Interface/Experience (UI/UX), Willing to Travel, Windows PowerShell
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Position Summary:
The Endpoint Support Specialist provides advanced end-user support and manage the lifecycle of endpoint devices across the organization. This role is hands-on and focuses on macOS environments, device management, and onboarding and offboarding.
The incumbent will serve as a key technical resource for endpoint support and Microsoft 365, and act as an escalation point for the service desk team.
Responsibilities:
Endpoint Management and Mac Administration
- Manage the lifecycle of Mac devices, including ordering, configuring, provisioning, deploying, and decommissioning.
- Administer and maintain JAMF for device configuration, policy enforcement, deploy Security and operating system patches.
- Ensure endpoints meet security and configuration standards.
Onboarding and Offboarding
- Execute technical onboarding and offboarding processes for employees.
- Deliver onboarding orientation and basic system training.
- Provision hardware, software, and access based on role requirements.
- Coordinate with HR and security teams to ensure timely and secure transitions.
Advanced End User Support
- Resolve escalated tickets from the service desk team promptly and meet SLA targets for complex issues.
- Troubleshoot macOS, Microsoft 365, and endpoint-related issues.
Microsoft 365 and Application Support
- Serve as a technical resource for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
- Support identity and access tasks, including account provisioning and troubleshooting.
- Assist with issue resolution across enterprise applications.
Service Desk Escalation and Collaboration
- Act as an escalation point for service desk analysts.
- Provide guidance and knowledge sharing to the team.
- Help improve support processes and documentation.
- Manage and resolve Jira Service Management requests within defined SLAs; escalate appropriately.
- Order equipment and software through preferred vendors and maintain accurate asset inventory in accordance with policy.
- Provide technical support for dedicated events and assigned projects.
- Perform other duties as assigned.
Process Improvement and Documentation
- Document procedures and technical solutions.
- Identify opportunities to improve efficiency and user experience.
- Contribute to the continuous improvement of IT support operations.
Miscellaneous duties as assigned.
Qualifications:
- Solid understanding of Microsoft 365 support, identity and access management, and device lifecycle management.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Familiarity with scripting or automation, such as Bash or PowerShell, preferred.
- Exposure to endpoint security best practices, preferred.
- Relevant certifications such as JAMF Certified Associate or JAMF Certified Technician, ISC2 Certified in Cybersecurity CC, Microsoft 365 certifications, or similar, preferred.
Education and Work Experience:
- High school diploma or equivalent, required. Degree in Information Technology, preferred.
- 3 to 5 years of experience in IT support, service desk, or endpoint management.
- Strong experience supporting macOS in a business environment.
- Hands on experience with JAMF or similar endpoint management tools.
- Experience supporting hardware and software in an enterprise environment.
- Experience supporting both Mac and Windows environments, preferred.
- Experience with ticketing systems and IT service management practices, preferred.
Physical and Mental Demands:
- Regular daily attendance at the Alexandria, Virginia Office required.
- Work normal business hours and extended hours, evenings and weekends when necessary to meet deadlines.
- Remain in a stationary position, often standing or sitting, for prolonged periods.
- Regular use of office equipment such as a computer/laptop and monitor computer screens.
- Ability to lift up to 50 pounds.
- Participate in an on-call rotation (typically once a month).
- Up to 5% travel, required.
Equal Employment Opportunity Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.