Application & End User Support Technician
About The Position
The Application & End User Support Technician provides responsive, hands-on support for business applications, Microsoft 365, Windows devices, user accounts, and employees’ day-to-day technology needs. The role combines practical troubleshooting with clear communication to help employees remain productive, secure, and confident using their technology. The technician owns service requests from initial contact through resolution or effective escalation, supports employee onboarding, maintains clear documentation, and collaborates with infrastructure, security, application, and vendor teams to resolve incidents and recurring problems.
Requirements
- Associate's or bachelor's degree in information technology, or equivalent practical experience.
- Two to three years of experience in help desk, desktop support, application support, or end-user support.
- Practical experience supporting Microsoft 365, Windows devices, user accounts, and common business applications.
- Strong troubleshooting skills and sound judgment about when and how to escalate.
- Clear, professional communication with technical and non-technical users.
- Customer-focused approach, strong follow-through, and accurate documentation habits.
- Ability to take ownership and keep users informed until an issue is resolved.
- Ability to remain calm and methodical when priorities shift or multiple requests arrive at once.
- Ability to explain technical topics in a practical, approachable way.
- Commitment to security, confidentiality, teamwork, and continuous improvement.
- Interest in learning new applications and helping others use technology effectively.
Nice To Haves
- CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or similar certifications.
Responsibilities
- Provide Tier 1–2 support for business applications, laptops, desktops, mobile devices, printers, peripherals, and remote-access tools.
- Troubleshoot Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and access-related issues.
- Assist with passwords, multifactor authentication, account access, and group membership in Active Directory and Microsoft Entra ID.
- Own service desk requests from initial contact through resolution or effective escalation, keeping users informed of progress.
- Support onboarding by preparing devices, coordinating access, installing approved software, and helping new employees get started.
- Work with infrastructure, security, application, and vendor teams to resolve incidents and recurring problems.
- Create clear support notes, user instructions, and knowledge articles.
- Help employees adopt Microsoft 365 Copilot and other approved business tools.
- Identify suspicious activity or potential security concerns and escalate them promptly.
- Suggest improvements to support processes, systems, documentation, or training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
