What are the responsibilities and job description for the Helpdesk Specialist position at magnit-xcelenergy?
Job Summary
We are seeking a highly motivated and experienced technology professional to join our End User Services team in a hybrid role that blends hands-on technical support with agile leadership and continuous improvement initiatives. This individual will play a key role in driving process improvements, implementing automation solutions for device provisioning and management, and evaluating new technologies to enhance the overall end user experience. In addition to project coordination responsibilities — including facilitating meetings, tracking action items, and designing and deploying solutions — this person will engage directly with end users several times per week at our XpressDesk walk-up IT support stations, gathering real-time feedback and providing expert assistance.
Responsibilities
- Lead and facilitate agile ceremonies and continuous improvement efforts within the End User Services team
- Coordinate and manage project work including scheduling meetings, tracking action items, and driving initiatives to completion
- Design and implement automation solutions for device provisioning and endpoint management
- Analyze and evaluate new technologies and solutions to improve the end user technology experience
- Provide direct end user support at XpressDesk walk-up IT stations multiple times per week
- Manage and support endpoints using Microsoft Intune, including policy configuration and device enrollment
- Utilize CyberArk and administrative credentials to perform privileged access tasks securely
- Support and troubleshoot Windows OS and macOS environments
- Provide support for iOS and Android mobile devices
- Log, track, and resolve end user tickets using ServiceNow or equivalent ticketing platforms
- Collaborate cross-functionally with IT teams to identify gaps and implement scalable solutions
Skills
- Strong understanding of agile methodologies and process improvement frameworks
- Proficiency with Microsoft Intune for device management and administration
- Experience with CyberArk or privileged access management tools
- Solid troubleshooting skills across Windows OS and macOS platforms
- Mobile device support experience with iOS and/or Android
- Familiarity with ServiceNow or other IT service management ticketing systems
- Excellent organizational and project coordination skills
- Strong interpersonal and communication skills for direct end user engagement
- Ability to analyze technical environments and recommend effective solutions
- Self-directed with the ability to manage multiple priorities simultaneously
Experience
- 5–10 years of experience in a HelpDesk or Deskside support role
- Demonstrated experience working with end user ticketing systems such as ServiceNow
- Hands-on experience with Intune, preferably at an administrative level
- Experience supporting mobile devices in an enterprise environment
- Experience using CyberArk or working with administrative/privileged credentials
- Proven track record of contributing to or leading process improvement or automation initiatives
This is a unique opportunity to move beyond traditional IT support and take on a meaningful leadership role that directly shapes how technology is delivered and experienced across the organization. If you thrive in a collaborative environment, enjoy solving complex problems, and are passionate about both people and process, this role offers the perfect blend of technical depth, strategic impact, and human connection.