Sr. End User Support Specialist

Subway•Shelton, CT

About The Position

The Sr. Specialist, End User Support delivers high-level customer support to enterprise users, helping them remain efficient and productive when using everyday technology to accomplish business objectives. This role is responsible for day-to-day analysis, troubleshooting, and evaluation of technology requests and issues across hardware and software through various support channels — in person, via support tickets, telephone, or webchat. Reporting to the Manager, End User & Experience Support, this role also coaches support analysts on new technology being implemented and provides training as needed to support the environment.

Requirements

Proven technical expertise in Azure AD, Intune Administrator, Active Directory, PowerShell, and virtual disk frame setup; ability to understand and apply new technology quickly.
Excellent written and verbal communication skills; ability to present ideas and facilitate discussions to build consensus.
Demonstrated ability to proactively identify improvement opportunities, develop innovative solutions, and initiate change.
Excellent problem-solving and critical thinking skills.
Ability to coach and influence without direct authority.
Organized, resourceful, and self-directed.
Bachelor's degree in Business Administration, Information Systems, or a related field.
2–6 years of relevant experience in end user support or a related technology role.

Nice To Haves

ITIL v4 Foundations certification.
M365 certification.

Responsibilities

Perform and maintain Azure environments, including Azure tenant administration, deployment creation, Virtual Machine policy creation, Virtual Machine design and workflow, and creation/modification of Windows Azure/Zero Touch deployments.
Create and maintain PowerShell scripts to support day-to-day advancements in desktop environments.
Field incoming problem/request tickets from end users; perform hands-on or remote troubleshooting to resolve hardware and software issues; provide urgent support as needed.
Monitor the performance of desktop infrastructure, analyze feedback results, and make recommendations to support ongoing process improvement.
Conduct regular analysis of technology and market trends to determine their potential impact on employee experience and enterprise technology offerings.
Coach support specialists on new enterprise software and IT regulations; ensure proper processes and documentation are maintained.
Provide support to other areas of Employee Experience, broader Technology teams, and/or projects as assigned.
Ensure all employee experience services and their accompanying communication and learning plans are available in local languages globally.