MicroAire

Job Summary:
MicroAire Surgical Instruments is a mid-sized medical device solutions company with a legacy of quality and innovation. They are seeking an experienced End User Support Specialist to lead the design and governance of their enterprise endpoint computing environment, focusing on user experience, security, and scalability.
Responsibilities:
• Design and manage standardized endpoint images, configurations, security baselines, and application packaging for laptops, desktops, and mobile devices
• Own endpoint lifecycle standards, including provisioning, deployment, upgrades, and retirement
• Continuously improve endpoint performance, reliability, security, and user experience
• Serve as the technical authority for endpoint engineering decisions and complex issue resolution
• Oversee service outcomes for end user devices across incident, request, and problem management, including Tier 1 internal customer support.
• Apply ITIL and SLA metrics to monitor service health and drive improvements
• Analyze service trends to identify root causes, automation opportunities, and systemic issues
• Lead continuous improvement initiatives to enhance reliability and support at scale
• Lead and contribute to enterprise‑wide endpoint and productivity platform projects, including: Device refreshes and OS upgrades, Microsoft 365 E5 rollouts, Email domain consolidation and migration efforts
• Partner with infrastructure, security, and application teams to align endpoint strategy with enterprise architecture
• Support M&A activity by designing scalable endpoint integration and migration approaches
• Drive implementation and enhancement of service desk tools and processes
• Design and deploy automation and AI‑enabled solutions to reduce manual effort and improve time to resolution
• Evaluate emerging technologies that improve self‑service, efficiency, and long‑term support scalability
• Establish and maintain technical documentation, standards, and design artifacts
• Act as an escalation point for complex issues, providing leadership rather than routine troubleshooting
• Collaborate with vendors, offshore partners, and internal IT teams to ensure consistent execution
Qualifications:
Required:
• Associate or bachelor’s degree in computer science, Information Systems, or a related field
• 5+ years of experience in endpoint engineering, systems administration, or advanced end user services
• Proven experience managing modern, enterprise endpoint environments
• Endpoint management tools (Microsoft Intune, Autopilot)
• Windows OS deployment in hybrid Active Directory / Entra ID environments
• Microsoft 365 administration and endpoint integration
• ITIL‑aligned service management platforms
• Core networking concepts (DNS, DHCP, IP addressing, Wi‑Fi)
• Endpoint security, compliance, and configuration management
• Automation and AI‑enabled service solutions
• Strong communication skills with both technical and non‑technical audiences
• Ability to exercise independent judgment on matters of technical and operational significance
• Data‑driven mindset with a focus on service quality and continuous improvement
• High level of accountability for system reliability and end user experience
Company:
For over four decades, MicroAire has been at the forefront of empowering surgeons to provide unparalleled patient experiences. Founded in 1974, the company is headquartered in Charlottesville, USA, with a team of 51-200 employees. The company is currently Growth Stage.