Job description

Duration: 3 months contract Job Description: • This professional is responsible for providing advanced technical support to end users and resolving escalated incidents and service requests that require expertise beyond Level 1 support. • This role serves as a key escalation point for complex hardware, software, operating system, applications, network connectivity, and end-user computing issues. • The ideal candidate will have strong hands-on experience supporting Windows and macOS environments, Microsoft 365 technologies, Active Directory, endpoint management tools, and enterprise collaboration platforms. • This individual will deliver high-quality customer service while ensuring incidents are resolved within established SLA requirements. Responsibilities: • Resolve escalated Level 1 incidents involving hardware, software, networking, applications, and end-user devices. • Provide advanced troubleshooting and support for Windows 10/11 and macOS environments. • Support and administer Active Directory, Clienture AD/Entra ID, Microsoft 365, Teams, Zoom, VPN, and related enterprise tools. • Manage endpoint devices using SCCM/MECM, Intune, JAMF, and remote support tools. • Perform IMAC/D activities, including device installation, deployment, moves, upgrades, replacements, and disposal. • Manage incidents and service requests through ServiceNow while meeting SLA requirements. • Support conference room technologies, including Teams Rooms, Zoom Rooms, AV equipment, printers, and peripherals. • Assist with device imaging, deployment, asset tracking, refresh, and decommissioning. • Document resolutions, maintain knowledge base articles, and identify recurring issues or automation opportunities. • Coordinate with Level 3 teams, infrastructure groups, and vendors for complex escalations. • Provide VIP and executive-level support as needed. Experience: • 2–4 years of experience in IT support, desktop support, service desk, or end-user computing. • Strong experience supporting Windows 10/11 and macOS. • Hands-on experience with Active Directory, Clienture AD/Entra ID, and Microsoft 365. • Experience with ServiceNow and ITIL-based incident, request, problem, and change management. • Experience with endpoint management tools such as SCCM/MECM, Intune, or JAMF. • Working knowledge of Microsoft Teams, Zoom, VPN, network printing, and enterprise wireless environments. • Strong troubleshooting, root cause analysis, communication, and customer service skills. Skillsets: • ITIL v4, CompTIA A+/Network+, JAMF, or Microsoft 365 certifications. • Experience with Teams Rooms, Zoom Rooms, and AV support. • Knowledge of PowerShell or Bash scripting for automation. • Experience supporting enterprise, manufacturing, or semiconductor environments. Education: • Bachelor's degree or equivalent experience in a related field. About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring. #LI-AS140

Requirements

Must-haves

Duration: 3 months contract
This professional is responsible for providing advanced technical support to end users and resolving escalated incidents and service requests that require expertise beyond Level 1 support.
This role serves as a key escalation point for complex hardware, software, operating system, applications, network connectivity, and end-user computing issues.
The ideal candidate will have strong hands-on experience supporting Windows and macOS environments, Microsoft 365 technologies, Active Directory, endpoint management tools, and enterprise collaboration platforms.
This individual will deliver high-quality customer service while ensuring incidents are resolved within established SLA requirements.
Resolve escalated Level 1 incidents involving hardware, software, networking, applications, and end-user devices.
Provide advanced troubleshooting and support for Windows 10/11 and macOS environments.
Support and administer Active Directory, Clienture AD/Entra ID, Microsoft 365, Teams, Zoom, VPN, and related enterprise tools.
Manage endpoint devices using SCCM/MECM, Intune, JAMF, and remote support tools.
Perform IMAC/D activities, including device installation, deployment, moves, upgrades, replacements, and disposal.
Manage incidents and service requests through ServiceNow while meeting SLA requirements.
Support conference room technologies, including Teams Rooms, Zoom Rooms, AV equipment, printers, and peripherals.
Assist with device imaging, deployment, asset tracking, refresh, and decommissioning.
Document resolutions, maintain knowledge base articles, and identify recurring issues or automation opportunities.
Coordinate with Level 3 teams, infrastructure groups, and vendors for complex escalations.
Provide VIP and executive-level support as needed.
2–4 years of experience in IT support, desktop support, service desk, or end-user computing.
Strong experience supporting Windows 10/11 and macOS.
Hands-on experience with Active Directory, Clienture AD/Entra ID, and Microsoft 365.
Experience with ServiceNow and ITIL-based incident, request, problem, and change management.
Experience with endpoint management tools such as SCCM/MECM, Intune, or JAMF.
Working knowledge of Microsoft Teams, Zoom, VPN, network printing, and enterprise wireless environments.
Strong troubleshooting, root cause analysis, communication, and customer service skills.
ITIL v4, CompTIA A+/Network+, JAMF, or Microsoft 365 certifications.

Nice-to-haves

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Effort: medium