End User Support Specialist

Marmon Holdings, Inc.•Charlottesville, VA

1d•Onsite

About The Position

MicroAire Surgical Instruments is seeking an experienced End User Support Specialist to lead the design, governance, and continuous improvement of our enterprise endpoint computing environment. This role reports directly to the Sr. Manager IT and owns endpoint architecture and service outcomes for laptops, desktops, mobile devices, and productivity software, with a strong focus on user experience, security, and scalability. The ideal candidate brings advanced technical judgment, a service‑management mindset, and a passion for automation and AI‑enabled support. This role plays a critical part in enterprise initiatives including system modernization, Microsoft 365 E5 adoption, and M&A integrations—helping MicroAire scale efficiently as we grow.

Requirements

5+ years of experience in endpoint engineering, systems administration, or advanced end user services
Proven experience managing modern, enterprise endpoint environments
Endpoint management tools (Microsoft Intune, Autopilot)
Windows OS deployment in hybrid Active Directory / Entra ID environments
Microsoft 365 administration and endpoint integration
ITIL-aligned service management platforms
Core networking concepts (DNS, DHCP, IP addressing, Wi‑Fi)
Endpoint security, compliance, and configuration management
Automation and AI‑enabled service solutions
Strong communication skills with both technical and non‑technical audiences
Ability to exercise independent judgment on matters of technical and operational significance
Data‑driven mindset with a focus on service quality and continuous improvement
High level of accountability for system reliability and end user experience

Nice To Haves

Associate or bachelor’s degree in computer science, Information Systems, or a related field

Responsibilities

Design and manage standardized endpoint images, configurations, security baselines, and application packaging for laptops, desktops, and mobile devices
Own endpoint lifecycle standards, including provisioning, deployment, upgrades, and retirement
Continuously improve endpoint performance, reliability, security, and user experience
Serve as the technical authority for endpoint engineering decisions and complex issue resolution
Oversee service outcomes for end user devices across incident, request, and problem management, including Tier 1 internal customer support.
Apply ITIL and SLA metrics to monitor service health and drive improvements
Analyze service trends to identify root causes, automation opportunities, and systemic issues
Lead continuous improvement initiatives to enhance reliability and support at scale
Lead and contribute to enterprise‑wide endpoint and productivity platform projects, including: Device refreshes and OS upgrades, Microsoft 365 E5 rollouts, Email domain consolidation and migration efforts
Partner with infrastructure, security, and application teams to align endpoint strategy with enterprise architecture
Support M&A activity by designing scalable endpoint integration and migration approaches
Drive implementation and enhancement of service desk tools and processes
Design and deploy automation and AI‑enabled solutions to reduce manual effort and improve time to resolution
Evaluate emerging technologies that improve self‑service, efficiency, and long‑term support scalability
Establish and maintain technical documentation, standards, and design artifacts
Act as an escalation point for complex issues, providing leadership rather than routine troubleshooting
Collaborate with vendors, offshore partners, and internal IT teams to ensure consistent execution