Sr. Specialist - On-site End User Support

Team: Security & Corporate Tech | Workspace Technology & Services | Service Management

Location: Portland

In Short

Following the successful integration of our Global Service Desk (GSD) handling foundational Level 1 requests, we are elevating our on-site Tech presence. The On-Site End User Support Sr Specialist serves as the primary escalation point for the GSD and the face of Workspace Technology & Services in our offices.

This role shifts away from high-volume, L1 ticket resolution. Instead, it is a proactive, problem-solving, and high-empathy role focused on complex technical challenges (Level 2+), seamless walk-in support, and flawless A/V event execution. You thrive on technical curiosity and prioritize the user experience, ensuring every team member leaves with a solution and a positive experience.

"You are the person people go to when the manual doesn't have the answer."

While the L1 team follows the script, you write it. You possess the patience to handle stressed users face-to-face, the foresight to anticipate event needs before they become issues, and the professional expertise to communicate complex technical concepts to non-technical leaders.

Your Mission

The key responsibilities include but are not limited to the following:

• Elevated Walk-In & Escalation Management: Manage the on-site walk-in Tech Basecamp, providing high-touch, empathetic, and rapid face-to-face support. Act as the final point of resolution for complex hardware, software, and SaaS issues escalated by the GSD. Provide premium, fast-tracked support for high-priority stakeholders and business leaders, focusing on application performance and seamless access.
• Root Cause Analysis (RCA) & Proactive Solutions: Move beyond temporary workarounds. Identify recurring patterns in issues and collaborate with engineering/operations teams to implement permanent fixes.
• Knowledge Management & L1 Enablement: Serve as the technical feedback loop for the GSD. Author and maintain SOPs and technical documentation that empower L1 to resolve more issues on first contact, specifically around SaaS identity, access, and endpoint behaviors.
• Endpoint Lifecycle & Project Execution: Collaborate with cross-functional Tech teams (e.g. Security, Operations, Engineering) to execute regional technology projects. This includes managing the full end-to-end lifecycle of hardware (procurement to disposal), deploying and troubleshooting MDM policies, ensuring global endpoint compliance, and managing localized hardware refreshes.
• A/V Support/Maintenance & Event Collaboration: In offices where we do not have an AV team, this position owns the day-to-day operation and health of our local office A/V hardware. Anticipate, plan, and provide hands-on technical support for in-person/hybrid events and support external partners for global Town Halls. Partner closely with the Retail & Workplace Technology team to ensure seamless execution when escalations are required. Experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, and MacBook-based setups is a plus.

Your Story

Interpersonal Skills

• Empathy & Communication: Exceptional face-to-face communication skills. A proven ability to de-escalate technical frustration with high empathy, patience, and professionalism.
• Proactive Anticipation: A forward-thinking approach. You anticipate what could go wrong at a Town Hall or with a hardware deployment and plan accordingly.
• Collaborative Spirit: A team player who thrives working alongside cross-functional teams to deliver holistic solutions.

Technical Requirements

• Global environment: Ability to work seamlessly with international teams across different time zones. Capacity to evaluate how local changes and support decisions affect the broader global ecosystem

• OS & Endpoint Mastery: Advanced administration of macOS in an enterprise environment. Strong experience with MDM deployment and policy troubleshooting.

• SaaS & Cloud Troubleshooting: Ability to isolate issues across the stack using developer tools and cloud-based logging. Is it a local network issue, an identity/authentication block, or an application-layer bug?

• Identity & Access Management: Deep understanding of the JML (Joiner, Mover, Leaver) process, Google Workspace, Okta/SSO, and Role-Based Access Control (RBAC). Strong ability to troubleshoot MFA and conditional access gates.

• Hardware & A/V: Hands-on ability to diagnose and repair enterprise-grade laptops, peripherals, and modern conference room A/V ecosystems (e.g., Google Meet hardware, Zoom).

• ITSM Knowledge: Experience working within modern service management platforms (e.g., Jira Service Management) to track escalations and document RCAs. ITIL certification is a plus.

Working environment

• On-site presence: This is a dedicated, 100% on-site role. While the company embraces flexible working conditions, this position is required to be on-site daily to manage the walk-in Tech Basecamp, provide immediate face-to-face support, and ensure flawless execution of critical in-person and hybrid A/V events
• Working hours: This role requires an early start time to ensure on-site coverage is aligned with the start of the business day for local users and to proactively support early morning events and Town Halls
• Reporting line: This role is part of a Global team and reports to a manager based in Europe