End User Support Specialist
Anika
June 25, 2026
Remote friendly (Bedford, MA)
United States
$70,000 - $90,000 USD yearly
IT
Responsibilities:
- Provide front-line technical support for hardware, software, and systems issues in onsite and remote environments.
- Diagnose and resolve end-user issues for laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
- Manage, prioritize, and track support requests using IT service management (ITSM) tools; ensure timely resolution and user communication.
- Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding.
- Maintain user accounts, access permissions, and identity management per security and compliance requirements.
- Troubleshoot Microsoft 365 (Teams, SharePoint, OneDrive), VPN connectivity, network access, and business applications.
- Escalate complex issues and coordinate resolution.
- Create/maintain user guides, knowledge base articles, FAQs, and training materials.
- Support conference room technology and ensure meeting spaces are operational.
- Identify opportunities to improve IT support processes, service delivery, and user experience.
- Perform other duties/projects as assigned.
Qualifications:
- Bachelor’s degree in Information Technology (or related) or equivalent education/experience.
- 1–3 years of end-user/desktop/technical support experience.
- Strong Windows and Microsoft 365 knowledge (Teams, SharePoint, Intune, OneDrive).
- Experience with Active Directory and identity/access management.
- Experience with ITSM/ticketing tools (Freshservice, ServiceNow, Jira, or Zendesk).
- Networking fundamentals (VPN, wireless, connectivity troubleshooting).
- Excellent troubleshooting, problem-solving, organization, and strong verbal/written communication.
Nice to Have:
- Regulated environment experience (e.g., medical device, pharma, biotech, life sciences).
- CompTIA A+ / Microsoft certifications (or equivalent).
- Hybrid/multi-site/global workforce support experience.
- Endpoint/device lifecycle and modern workplace technology familiarity.
- IT support best practices, service management, and continuous improvement knowledge.
- Provide front-line technical support for hardware, software, and systems issues in onsite and remote environments.
- Diagnose and resolve end-user issues for laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
- Manage, prioritize, and track support requests using IT service management (ITSM) tools; ensure timely resolution and user communication.
- Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding.
- Maintain user accounts, access permissions, and identity management per security and compliance requirements.
- Troubleshoot Microsoft 365 (Teams, SharePoint, OneDrive), VPN connectivity, network access, and business applications.
- Escalate complex issues and coordinate resolution.
- Create/maintain user guides, knowledge base articles, FAQs, and training materials.
- Support conference room technology and ensure meeting spaces are operational.
- Identify opportunities to improve IT support processes, service delivery, and user experience.
- Perform other duties/projects as assigned.
Qualifications:
- Bachelor’s degree in Information Technology (or related) or equivalent education/experience.
- 1–3 years of end-user/desktop/technical support experience.
- Strong Windows and Microsoft 365 knowledge (Teams, SharePoint, Intune, OneDrive).
- Experience with Active Directory and identity/access management.
- Experience with ITSM/ticketing tools (Freshservice, ServiceNow, Jira, or Zendesk).
- Networking fundamentals (VPN, wireless, connectivity troubleshooting).
- Excellent troubleshooting, problem-solving, organization, and strong verbal/written communication.
Nice to Have:
- Regulated environment experience (e.g., medical device, pharma, biotech, life sciences).
- CompTIA A+ / Microsoft certifications (or equivalent).
- Hybrid/multi-site/global workforce support experience.
- Endpoint/device lifecycle and modern workplace technology familiarity.
- IT support best practices, service management, and continuous improvement knowledge.