End User Support Specialist

Anika Therapeutics•Bedford, MA

3d•$70,000 - $90,000•Hybrid

About The Position

The End User Support Specialist delivers high-quality technical support and ensures a seamless technology experience for employees across the organization. This role serves as the primary point of contact for IT support, resolving hardware, software, systems, and connectivity issues while maintaining a high standard of customer service in a fast-paced, regulated environment. In this role, you develop into a subject matter expert in end-user computing technologies, IT service delivery, and workplace productivity tools.

Requirements

Bachelor’s degree in Information Technology or a related field, or equivalent combination of education and experience.
1–3 years of experience providing end-user, desktop, or technical support in a professional environment.
Strong working knowledge of Windows operating systems and Microsoft 365 technologies, including Teams, SharePoint, Intune, and OneDrive.
Experience supporting Active Directory and identity/access management processes.
Experience using IT service management and ticketing platforms such as Freshservice, ServiceNow, Jira, or Zendesk.
Familiarity with networking fundamentals, including VPN connectivity, wireless networking, and general connectivity troubleshooting.
Excellent troubleshooting, problem-solving, and organizational skills.
Strong verbal and written communication skills with a customer-focused approach to support.

Nice To Haves

Experience working in a regulated environment, such as medical device, pharmaceutical, biotechnology, or life sciences organizations.
Industry certifications such as CompTIA A+, Microsoft certifications, or equivalent technical credentials.
Experience supporting hybrid, multi-site, or global workforce environments.
Familiarity with endpoint management, device lifecycle management, and modern workplace technologies.
Knowledge of IT support best practices, service management processes, and continuous improvement methodologies.

Responsibilities

Provide front-line technical support for hardware, software, and systems issues in both onsite and remote work environments.
Diagnose and resolve end-user issues related to laptops, mobile devices, printers, collaboration platforms, and operational technology systems.
Manage, prioritize, and track support requests through IT service management (ITSM) tools, ensuring timely resolution and clear communication with users.
Provision, configure, deploy, and support end-user hardware and software, including onboarding and offboarding activities.
Maintain user accounts, access permissions, and identity management systems in accordance with security and compliance requirements.
Troubleshoot issues involving Microsoft 365 applications, Teams, SharePoint, OneDrive, VPN connectivity, network access, and business applications.
Escalate complex technical issues to appropriate support teams and coordinate resolution through completion.
Create and maintain user guides, knowledge base articles, FAQs, and training materials to improve user self-service capabilities.
Support conference room technology and ensure meeting spaces are operational and ready for business use.
Identify opportunities to improve IT support processes, service delivery, and overall user experience.
Perform other duties and projects as assigned.