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End User Support System Administrator Jobs in Texas

Archer Systems

Manager of End User Support

Houston, TX · On-site

The Manager of End User Support leads ARCHER Systems' end-user support function and ensures a ... Own and administer Microsoft Intune for end-user endpoints, including device enrollment, Windows ...

City of Lubbock

End User Support Technician

Lubbock, TX · On-site

$40K - $66K/yr

Qualifications Completion of a bachelor degree in management information systems, computer science ... end-user work needs; Establish and maintain effective working relationships with end users.

Stewart

End User Support Specialist II

Texas City, TX · On-site

Provides user training on IT systems, best practices, and self-service resources. * Provides timely technical support to ensure end-user productivity. * Installs, configures, and maintains desktops ...

Tamus

End User Support Specialist I

Texarkana, TX · On-site

$40K/yr

The End User Support Specialist I assists with endpoint deployments, software installations ... system. Ensures that all Service Desk interactions are accurately logged, categorized, and updated ...

Stewart

End User Support Specialist II

Houston, TX

Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity * Responsible for the installation, configuration ...

Stewart

End User Support Specialist II

Houston, TX · On-site

Provides a high level of customer service and timely technical support for end-user computer and networking issues to ensure end-user productivity * Responsible for the installation, configuration ...

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End User Support System Administrator information

What is an end user support system administrator?

An End User Support System Administrator is an IT professional responsible for managing and maintaining computer systems, networks, and software to ensure that end users can work efficiently. They provide technical support, troubleshoot hardware and software issues, install updates, and help users with system access and security. Their role is critical in ensuring smooth day-to-day operations by resolving technical problems and implementing IT solutions tailored to the needs of the organization’s staff.

What are the key skills and qualifications needed to thrive as an end user support system administrator?

To thrive as an End User Support System Administrator, you need a solid understanding of operating systems, network protocols, and troubleshooting, often supported by a degree in IT or related certifications like CompTIA A+ or Microsoft Certified Solutions Associate (MCSA). Familiarity with enterprise management tools, ticketing systems, remote desktop applications, and Active Directory is typically required. Excellent communication, patience, and problem-solving abilities help you efficiently assist users and collaborate with IT teams. These skills and qualities are crucial to ensure smooth IT operations, minimize downtime, and provide a positive user experience.

How does an end user support system administrator typically collaborate with other IT teams within an organization?

End User Support System Administrators frequently collaborate with other IT teams, such as network administrators, security specialists, and application developers, to ensure seamless technology operations for end users. They serve as the frontline for troubleshooting user issues and often escalate complex problems to specialized teams. Regular communication and coordination are essential, especially during system upgrades, security patching, or when deploying new software, to minimize downtime and ensure a smooth user experience. This collaborative environment helps administrators broaden their technical expertise and network within the IT department.

What is the difference between End User Support System Administrator vs Help Desk Technician?

AspectEnd User Support System AdministratorHelp Desk Technician
CredentialsCompTIA A+, Microsoft Certified IT Professional (MCITP)CompTIA A+ or similar entry-level certifications
Work EnvironmentTypically in IT departments, managing systems and infrastructureFrontline support, assisting users directly
Employer & Industry UsageUsed in corporate, government, and educational sectorsCommon in various organizations for user support
Job FocusMaintaining and supporting end-user systems, troubleshooting hardware/software issuesHandling user inquiries, basic troubleshooting, ticket resolution

The End User Support System Administrator generally has a broader scope, focusing on system management and infrastructure, while Help Desk Technicians primarily provide frontline user support. Both roles require technical certifications and are vital in IT support hierarchies, but the System Administrator's responsibilities are more extensive and system-oriented.

Manager of End User Support

Houston, TX • On-site

Archer Systems
Legal Services • 201 - 500 employees
Learn more about Archer Systemsexternal

Full-time

Medical, Dental, Vision, Retirement

Re-posted 9 days ago

Key responsibilities

  • Lead the daily operations of end-user support, including incident and request management, triage, escalation, and resolution.

  • Manage and develop the end-user support team, providing coaching, workload management, and performance oversight.

  • Own and improve the end-user support workflows, governance in Jira Service Management, and the end-user service catalog.

Job description

Position Summary:
The Manager of End User Support leads ARCHER Systems' end-user support function and ensures a consistent, high-quality support experience across all locations and remote users. This is a player/coach role responsible for day-to-day service desk and deskside support operations, direct leadership of the end-user support team and coordination with India-based support resources as applicable. The Manager is expected to be hands-on for high-impact issues and executive/VIP support while also building repeatable processes and driving measurable improvements in service performance (SLA attainment, backlog reduction, first-contact resolution, and user satisfaction). The role owns end-user support workflows and governance in Jira Service Management and brings extensive, hands-on experience with Microsoft Intune to standardize and manage endpoints (enrollment, configuration, compliance, and application deployment), partnering closely with Infrastructure and Security on endpoint standards, supportability, and compliance.
Position Location: Houston (On-site)
Job Responsibilities:
Service Operations & Team Leadership
  • Lead the daily operations of end-user support (service desk and deskside), ensuring timely intake, triage, escalation, and resolution of incidents and requests.
  • Directly manage and develop the end-user support team (including the Senior Support Engineer and IT Service Coordinator), providing coaching, workload management, training, and performance expectations.
  • Own support queue health and operational discipline (categorization, prioritization, status updates, SLA clocks, and documentation) to ensure accurate reporting and predictable service delivery.
  • Own incident and problem management for end-user services, including major incident communications/coordination, trend analysis, root cause identification, and driving permanent corrective actions with partner teams.
  • Ensure secure support practices (approved remote support tooling, least-privilege access, and privileged escalation workflows) in coordination with Security and Infrastructure.
  • Coordinate with the Level 1 Support Center (India) on escalation paths, knowledge transfer, and shared standards to reduce repeat issues and improve first-contact resolution.
  • Lead end-user-impacting incident coordination from an end-user perspective (communications, workaround guidance, executive updates), partnering with Infrastructure, Security, and application owners for resolution.

Executive/VIP Support (Hands-On)
  • Provide hands-on executive/VIP support for Executive Leadership and other critical users, ensuring responsive, high-touch service and clear communications.
  • Due to the hands-on executive/VIP support expectations, maintain occasional after-hours availability for high-impact issues or critical business events.

Endpoint & Device Management (Microsoft Intune)
  • Own and administer Microsoft Intune for end-user endpoints, including device enrollment, Windows Autopilot provisioning, configuration profiles, update rings, compliance policies, application deployment, and remediation workflows.
  • Partner with Security and Infrastructure to align endpoint baselines (Windows builds, patching coordination, endpoint protection), and ensure support teams execute approved processes.
  • Coordinate end-user device lifecycle activities (imaging/provisioning, deployments, replacements, accessories, refresh) and maintain accurate asset records.

ITSM Platform Ownership (Jira Service Management)
  • Own and administer Jira Service Management (JSM) for end-user services, including request portals/catalog, workflows, approvals, automations, SLAs, and reporting.
  • Own and continuously improve the end-user service catalog and request fulfillment experience (request types, approvals, SLAs, automation), reducing friction and increasing consistency.
  • Establish ITSM governance and operational controls (queue hygiene, SLA definitions, appropriate use of statuses such as "On Hold," reporting integrity), and drive continuous service improvement.
  • Maintain and improve knowledge articles, standard operating procedures, and self-service resources to increase ticket deflection and consistent resolution.
  • Develop lightweight end-user training and enablement (new hire orientation support, quick reference guides, and targeted communications) to reduce repeat issues and improve adoption of approved tools.

Cross-Functional Delivery & Performance
  • Oversee joiner/mover/leaver (onboarding/offboarding) execution in partnership with HR, Security, and Infrastructure, ensuring equipment readiness, timely access coordination, and clear end-user communications.
  • Own business software acquisition and renewals (not limited to end-user support tooling), including software vendor relationship management (evaluations, renewals, and support interactions) and coordination with Finance/Procurement and IT leadership to reduce Shadow IT and ensure approved, supportable solutions.
  • Coordinate end-user support vendors and support contracts (e.g., endpoint support tools, print, conferencing), including renewals and invoice verification in partnership with IT leadership and Finance/Procurement.
  • Establish a regular service review cadence with key business stakeholders/site leaders to align expectations, review trends, and plan for upcoming changes impacting end users.
  • Provide regular reporting on end-user support performance (SLAs, backlog, customer satisfaction, recurring issues) to IT leadership, highlighting risks, trends, and improvement opportunities.

REQUIREMENTS
Education
  • Bachelor's degree in Information Systems, Computer Science, or a related field is preferred; equivalent experience will be considered.

Experience
  • 7+ years of progressive experience in Information Technology with a strong focus on end-user support, service desk, and/or desktop support.
  • 3+ years of experience leading or supervising end-user support teams (service desk and/or deskside), including escalation management and service performance management.

Technical Skills (Required)
  • Extensive, hands-on experience administering Microsoft Intune for endpoint management (enrollment, configuration, compliance, application deployment, and remediation).
  • Advanced experience administering Jira Service Management (JSM), including portal/catalog design, workflows, SLAs, automation, and reporting.
  • Strong knowledge of Microsoft technologies, including Windows and Microsoft 365 (Office, Teams, SharePoint/OneDrive) for end-user support and management.

Service Management & Operations
  • Strong understanding of IT service management concepts, practices, and procedures; familiarity with ITIL (or similar) frameworks.
  • Demonstrated ability to define, operate, and measure SLAs; build and maintain meaningful KPIs (e.g., backlog, CSAT, first-contact resolution) and drive improvements based on data.
  • Experience working with distributed support resources (multi-site teams and/or outsourced/offshore support) and building effective cross-team working relationships.

Preferred Qualifications
  • Industry certifications such as ITIL, HDI, and/or CompTIA; ITSM-related certifications are a plus.
  • Experience with Jira Asset Management (Assets/CMDB) and asset lifecycle processes.
  • Experience supporting collaboration/A/V technologies (e.g., Microsoft Teams Rooms) is a plus.
  • Experience managing end-user services for a company with 600+ staff distributed over several physical locations and a hybrid workforce, including remote users across the United States.

Core Competencies
  • Exceptional problem-solving and critical thinking skills; ability to work effectively in a fast-paced environment.
  • Strong leadership skills, including the ability to mentor, coach, and develop team members.
  • Excellent verbal and written communication skills, with the ability to collaborate effectively with other departments and stakeholders.
  • Position is based in Houston, TX at headquarters. This role is expected to be in the office 4 days per week, with core hours between 9:30 a.m.-3:30 p.m. The successful candidate must be able to work on-site most of the time and lead end-user support delivery across the broader Texas office footprint in partnership with the internal helpdesk in India. Limited periodic travel to other offices may be required.

Benefits:
  • 401(K) retirement plans with matching contributions.
  • Comprehensive health insurance coverage.
  • Dental and vision insurance plans.
  • Parental leave to support work-life balance.
  • Short-term and long-term disability coverage.

ABOUT ARCHER
ARCHER Systems is a leading technology-enabled legal services company that provides pre-settlement and post-settlement administration services for a single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top-tier talent to enhance customer service and offer new product lines and services.
ARCHER's core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate, and bankruptcy coordination, release administration, medical records review, plaintiff fact sheet, and other intake/census preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics, and reporting are handled efficiently and effectively.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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