Sr. Specialist - On-site End User Support

**Team:** Security & Corporate Tech | Workspace Technology & Services | Service Management **Location**: Portland #### **In Short** Following the successful integration of our Global Service Desk (GSD) handling foundational Level 1 requests, we are elevating our on-site Tech presence. The **On-Site End User Support Sr Specialist** serves as the primary escalation point for the GSD and the face of Workspace Technology & Services in our offices. This role shifts away from high-volume, L1 ticket resolution. Instead, it is a **proactive, problem-solving, and high-empathy** role focused on complex technical challenges (Level 2+), seamless walk-in support, and flawless A/V event execution. You thrive on technical curiosity and prioritize the user experience, ensuring every team member leaves with a solution and a positive experience. *“You are the person people go to when the manual doesn’t have the answer.”* While the L1 team follows the script, you **write it**. You possess the patience to handle stressed users face-to-face, the foresight to anticipate event needs before they become issues, and the professional expertise to communicate complex technical concepts to non-technical leaders. #### **Your Mission** The key responsibilities include but are not limited to the following: - **Elevated Walk-In & Escalation Management**: Manage the on-site walk-in Tech Basecamp, providing high-touch, empathetic, and rapid face-to-face support. Act as the final point of resolution for complex hardware, software, and SaaS issues escalated by the GSD. Provide premium, fast-tracked support for high-priority stakeholders and business leaders, focusing on application performance and seamless access. - **Root Cause Analysis (RCA) & Proactive Solutions:** Move beyond temporary workarounds. Identify recurring patterns in issues and collaborate with engineering/operations teams to implement permanent fixes. - **Knowledge Management & L1 Enablement**: Serve as the technical feedback loop for the GSD. Author and maintain SOPs and technical documentation that empower L1 to resolve more issues on first contact, specifically around SaaS identity, access, and endpoint behaviors. - **Endpoint Lifecycle & Project Execution**: Collaborate with cross-functional Tech teams (e.g. Security, Operations, Engineering) to execute regional technology projects. This includes managing the full end-to-end lifecycle of hardware (procurement to disposal), deploying and troubleshooting MDM policies, ensuring global endpoint compliance, and managing localized hardware refreshes. - **A/V Support/Maintenance & Event Collaboration:** In offices where we do not have an AV team, this position owns the day-to-day operation and health of our local office A/V hardware. Anticipate, plan, and provide hands-on technical support for in-person/hybrid events and support external partners for global Town Halls. Partner closely with the **Retail & Workplace Technology team** to ensure seamless execution when escalations are required. Experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, and MacBook-based setups is a plus. **Your Story** #### **Interpersonal Skills** - **Empathy & Communication**: Exceptional face-to-face communication skills. A proven ability to de-escalate technical frustration with high empathy, patience, and professionalism. - **Proactive Anticipation**: A forward-thinking approach. You anticipate what could go wrong at a Town Hall or with a hardware deployment and plan accordingly. - **Collaborative Spirit**: A team player who thrives working alongside cross-functional teams to deliver holistic solutions. #### **Technical Requirements** - **Global environment**: Ability to work seamlessly with international teams across different time zones. Capacity to evaluate how local changes and support decisions affect the broader global ecosystem - **OS & Endpoint Mastery**: Advanced administration of macOS in an enterprise environment. Strong experience with MDM…