General Summary: The End User Support Specialist is an onsite, hardware-focused role responsible for shipping, receiving, staging, repairing, upgrading, replacing, and tracking corporate end-user hardware. The position owns day-to-day device lifecycle activities, including hardware intake, preparation, deployment, returns, inventory accuracy, repair coordination, refreshes, and approved disposition, while providing end-user technical support, documentation, escalation, and training as secondary responsibilities.

Reports to: Supervisor End User Support

Essential Duties and Responsibilities:

·      Perform onsite shipping, receiving, staging, packing, unpacking, tracking, and preparation of corporate end-user hardware.

·      Inspect, troubleshoot, repair, upgrade, refresh, and replace laptops, desktops, peripherals, and related endpoint hardware.

·      Manage hardware lifecycle activities for Windows and Mac devices, including deployment, return, reassignment, and approved disposition, while supporting related virtual environment access and configuration needs.

·      Coordinate warranty and out-of-warranty repairs to restore service quickly and maintain a reliable device environment.

·      Support onboarding by preparing, imaging, deploying, and configuring new hardware for associates.

·      Support offboarding by retrieving hardware from departing or reassigned associates and ensuring accurate asset disposition.

·      Maintain accurate asset inventory and manage decommissioned hardware through approved recycling or disposition processes.

·      Provide responsive onsite end-user technology support for hardware, software, endpoint devices, printing, and audio/video conferencing, with remote support provided as needed.

·      Resolve hardware and software incidents, document solutions, and provide one-on-one support and training to improve user productivity.

·      Serve as a liaison with IT partner teams and contribute documented resolutions to the IT knowledgebase.

·      Track recurring hardware and support issues, identify incident patterns, and escalate trends to management and appropriate IT partners.

·      Use ticketing, asset management, device management, and support toolsets to deliver a consistent, efficient, and controlled support experience for users.