Senior End User Support Specialist

Location: Chelmsford, MA, United States of America


Job Summary:

Leads team in providing hardware and software support to internal customers. Responsible for guiding Help Desk and End User teams and assisting leadership in implementing IT policies, procedure, and standards to ensure that timely resolutions and implementations are in alignment with company and IT strategic goals. A successful candidate would demonstrate initiative, driven to learn, and apply the latest IT concepts, and embrace challenges. You truly enjoy helping people and making things work better. You are committed to providing an excellent client experience, including personally being highly professional, responsive and courteous. You stay calm when the client feels the sky may be falling.


  • Be an escalation point for Level 1 and 2 Help Desk/End User Services teams

  • Provide end to end executive level support in a professional manner

  • Provide end user support, troubleshoot, and resolve technical issues in person and remotely

  • Responsible for remote installation, implementation, maintenance, troubleshooting of desktops, video-conference devices, phones, printers, and associated peripherals

  • Provides metrics and status reports to the Supervisor, IT Help Desk

  • Prioritizes and delegates work within team to ensure highest level of customer service

  • Documents, maintains, upgrades or replaces hardware and software systems

  • Analyze and make recommendations for hardware and software standardization

  • Create / update documentation, procedures, and processes used by the team

  • Participate in training team members a on all processes and procedures

  • Supports and maintains user account information including rights, security and systems groups

  • Ensures security and privacy of company data and equipment

  • Uses discretion in the use of outside vendors to resolve issues.  Works with vendors engaged to resolve issues

  • Works on project teams as assigned to complete work correctly and on schedule

  • Provides superior customer service to IT requests and questions of the staff

  • Maintains safe work environment by following standards and policies

  • Drives the development of the IT Service Catalog to ensure the end-user has access to the support they need

  • Perform as a multi-tasker who can assess priorities and triage client issues

  • Experience with iOS 12+ and Android including setup, provisioning, account changes.

  • Have a strong troubleshooting mindset; ability to understand symptoms as reported by clients, translate into potential causes, identify root cause, and logically approach potential fixes and/or workarounds.

  • Possess a security minded focus, including strong password management in an enterprise level environment

  • Some travel required

  • Performs other duties as assigned


  • 7+ years’ experience supporting/administering desktop/mobile operating systems and enterprise user accounts

  • Associates Degree in a technology related field or equivalent experience or A+ certified or similar

  • Hands-on using helpdesk ticketing systems (ManageEngine, ServiceNow, JIRA, etc.) to manage customer requests

  • Experience administrating and supporting Windows 10 Enterprise, Bitlocker, Office 365 (OneDrive, Teams, Outlook)/Office Suite, Active Directory, SCCM, Microsoft Edge/IE, Single Sign On, MFA, troubleshooting group policy

  • Experience with Exchange Online mailbox management, calendaring, and synching across multiple clients

  • Excellent written and verbal communications skills and problem-solving skills