JOB TITLE : End User Services Support Specialist INDUSTRY : Industrial Services Theoris is assisting our client in their search for an End User Services Support Specialist. The End User Services Support Specialist supports day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This role is responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. Resolve escalated tickets from Tier 1 related to end-user hardware, software, and access issues; Use ITSM tools to track, document, and communicate work performed, troubleshooting steps, and outcomes. Perform root cause analysis, identify recurring issues, and document solutions as knowledge base articles and end-user guides. Provide white-glove support for executives and key business users when required, including proactive follow-up and coordination across IT teams. Install, configure, and troubleshoot desktops/laptops, printers, and mobile devices (iOS/Android) both desk-side and remotely. Troubleshoot Windows 10/11 and macOS issues (profiles, connectivity, application performance) at an advanced, end-user support level. Support user onboarding/offboarding tasks including device setup, accessory issuance, and basic access validation. Support VPN, Wi-Fi, and basic network connectivity issues for end users; network vs. identity/account causes. document findings for escalation when needed. Validate known outages/service health and coordinate with network/security teams during broader incidents. Support Active Directory and Entra ID user Perform password resets and assist with account lockout troubleshooting in alignment with security procedures. Troubleshoot common identity and authentication issues including MFA registration/challenges and Conditional Access-related access blocks (within defined support scope). Support and maintain Intune policies, configuration profiles, and compliance settings. Troubleshoot device enrollment, policy application, and configuration issues. Support iOS/iPadOS and Windows device management workflows. Execute standardized laptop and mobile device deployments, including white-glove provisioning. Validate required applications, security tools, and branding prior to device shipment. Package, test, and deploy applications through Intune (Win32/MSI). Support pilot testing and deployment monitoring. Diagnose and resolve Microsoft 365 issues including Outlook profile/mailbox access, Teams client functionality (calling, presence), OneDrive sync troubleshooting, and basic SharePoint permissions. Troubleshoot application access, licensing, permissions, and user configuration issues; partner with identity and security teams when issues involve authentication or policy enforcement. Support endpoint patching and vulnerability remediation efforts through operational follow through. Have a strong understanding of managing assets and configuration items in ServiceNow. Assist with asset lifecycle tracking and operational process improvements. Support coordination with cellular providers (e.g., Verizon) including account updates and reviews. Help track billing, changes, and follow-up actions.
5+ years of experience in IT End User Services / Tier 2 support, including escalations and customer-facing troubleshooting.
Advanced Windows 10/11 troubleshooting skills and working macOS support knowledge (profiles, connectivity, application support).
Experience supporting Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint) in an end-user environment.
End-user networking fundamentals to include TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting.
Hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates.
Proficiency using ITSM tools (ServiceNow, Jira, Freshservice, etc.) ability to create knowledge base articles and support documentation.
Experience with Windows Autopilot and device provisioning workflows.
Exposure to ServiceNow (ITSM, knowledge, or asset management). Microsoft Defender, CrowdStrike). Experience supporting hardware refresh programs. Experience coordinating or supporting cellular providers and mobile plans.
Theoris Services consultants are full-time employees with full benefits, including:
Robust Health Insurance
Excellent cash-based referral program
As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we're uniquely positioned to make the right connections. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.
End User Services Support Specialist in brownsburg at Unknown Company
This position is listed as full time and able to be worked remotely.