End User Support Engineer I

Overview

In this role you will provide comprehensive end-user support across deskside, mobile, telephony, and AV. You will resolve incidents, guide users through fixes, and maintain clear communication within established ITSM processes. You collaborate with cross-functional teams to keep services running smoothly and ensure user satisfaction. Your work supports a modern, collaborative IT environment that enables business progress. This is a hands-on, user-focused position at Arch, with opportunities to shape end-user experience.

Responsibilities

• Handle incidents and problems from the queue to resolution, including escalations to EUS counterparts
• Diagnose and solve issues affecting Windows desktop OS, installed applications, mobile endpoints, and voice services
• Investigate problems, explain resolutions to users, and document status updates in tickets
• Maintain ticket quality with notes on status and categorization; escalate complex cases as needed
• Administer end-user support functions for desktops (Citrix preferred), telephony (RingCentral), remote access, and mobile endpoints (iOS)
• Manage incident SLAs and IT equipment moves/decommissions
• Work with Windows 11, Active Directory (basic), Group Policy (basic)
• Understand networking basics (DNS, DHCP) in TCP/IP environment
• Track assets and licenses via CMDB
• Support conference room meetings and collaboration tools like Microsoft Teams

Key requirements

• 5+ years of End User Support experience
• Experience with VIPs and white glove IT services
• Bachelor’s degree in information technology or related field preferred; equivalent technical experience considered
• Solid ITSM experience using ServiceNow or similar tool
• Strong problem-solving, diagnosis, and troubleshooting skills
• Excellent organizational and communication skills; able to work in a fast-paced environment
• Good understanding of mobile device management and security policies
• Knowledge of Citrix, VMware, V-Sphere, Windows and AD/Azure, Intune, and Office products

• excellent communication
• customer service orientation
• strong collaboration
• Citrix
• VMware
• V-Sphere

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