Aqueduct Technologies

Consulting, VAR, and managed services provider

End User Support Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeCanton, MA, USANo salary listed

About the Job

Requirements

An Associate or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
2–3+ years of experience providing end-user or desktop support, preferably within a managed services provider environment.
Strong troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools.
Strong customer service skills and written and verbal communication skills.
Ability to manage multiple priorities effectively.
Experience with IT service management tools, remote management, and automation platforms.
Knowledge of Microsoft Intune (Endpoint Manager), Azure Active Directory, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting.
Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios.
Experience with device compliance policies, configuration profiles, and reporting in Intune.
Understanding of security, patching, and compliance best practices.

Responsibilities

Act as an escalation point for complex or persistent end-user issues across multiple environments.
Provide support for desktops, laptops, mobile devices, applications, and collaboration platforms.
Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems.
Maintain accurate ticket documentation and communicate with end users in a timely manner.
Lead or assist in deploying new end-user technologies and projects.
Manage and support modern endpoint deployments using Microsoft Intune across Windows, iOS, macOS, and Android.
Foster collaboration within the support team to ensure consistency and continuous improvement.
Partner with higher-level engineers and other departments on cross-functional initiatives.
Participate in end-user change control processes for system updates, patching, and rollouts.
Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure Active Directory frameworks.
Identify and recommend improvements in documentation, tools, and workflows.
Contribute to automating endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities.
Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment.
Contribute to refining support procedures and best practices.
Pursue ongoing technical and professional development.
Participate in internal training sessions for end-user technologies and support tools.
Work with leadership to identify personal growth areas and future opportunities.

Desired Qualifications

CompTIA A+, Network+, or Security+ certification.
Microsoft 365 Certified: Modern Desktop Administrator certification or equivalent.
ITIL Foundation certification.

Aqueduct Technologies is seeking an End User Support Engineer to join our Managed Services team. This role is responsible for providing strong technical support and customer service within the End User Support function, ensuring our customers receive exceptional service and reliable technology solutions. You will serve as a core member of the team with a daily focus on resolving complex technical issues as well as developing and maintaining operational documentation.

The End User Support Engineer is a critical part of Aqueduct’s mission to deliver the right solution, not just the fastest one. You’ll embody our values of professionalism, empathy, and technical excellence, while maintaining a strong focus on customer satisfaction and team collaboration. We’re looking for someone who thrives on solving complex problems, sharing knowledge freely, and takes pride in helping others succeed.

Core Responsibilities:

End User Support

Act as an escalation point for complex or persistent end-user issues across multiple environments.

Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms.

Troubleshoot advanced issues involving identity, access, and security within Microsoft 365 and related ecosystems.

Maintain detailed and accurate ticket documentation and ensure timely communication with end users.

Lead or assist in deployment of new end-user technologies and projects.

Manage and support modern endpoint deployments using Microsoft Intune (Windows, iOS, macOS, and Android).

Collaboration & Mentorship

Foster collaboration within the support team to ensure consistency and continuous improvement.

Partner with higher-level engineers and other departments on cross-functional initiatives.

Change Control & Process Improvement

Participate in end-user change control processes for system updates, patching, and rollouts.

Evaluate and implement modern management policies in accordance with Microsoft Endpoint Manager and Azure AD frameworks.

Identify and recommend improvements in documentation, tools, and workflows.

Contribute to the automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting capabilities

Maintain documentation of device provisioning workflows, including Autopilot enrollment and policy assignment.

Contribute to the refinement of support procedures and best practices.

Training & Growth

Actively pursue ongoing technical and professional development.

Participate in internal training sessions for end-user technologies and support tools.

Work with leadership to identify personal growth areas and future opportunities

Required Skills & Qualifications:

Education & Experience:

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

2 - 3+ years of experience providing end-user or desktop support preferably within an MSP environment.

Skills:

Strong troubleshooting skills for Windows and macOS, Microsoft 365, and endpoint management tools.

Strong customer service mindset with excellent written and verbal communication skills.

Proven ability to manage multiple priorities effectively.

Experience with ITSM tools, remote management, and automation platforms.

Knowledge of Microsoft Intune (Endpoint Manager), Azure AD, Conditional Access, Autopilot, and BitLocker configuration and troubleshooting.

Proficiency in Windows 10/11 modern management, including hybrid-join and co-management scenarios

Experience with device compliance policies, configuration profiles, and reporting in Intune

Solid understanding of security, patching, and compliance best practices.

Certifications (Preferred):

CompTIA A+, Network+, or Security+

Microsoft 365 Certified: Modern Desktop Administrator or equivalent

ITIL Foundation certification

Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws.

Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts—and awarded the Best Place to Work in Boston for six, consecutive years—there is no better time to join Aqueduct than now!

About the Company

Aqueduct Technologies

Consulting, VAR, and managed services provider

Aqueduct Technologies is an IT solutions provider that delivers Consulting Services, Value-Added Reseller (VAR) solutions, and Managed Services across four core areas: Enterprise Networking, Cybersecurity, Data & AI, and Carrier & Connectivity Solutions. It helps organizations gain a competitive edge and transform their business by designing flexible technology solutions that span all cloud consumption models. The company combines deep technical expertise with a customer-first approach and backs its work with a 100% services guarantee. It differentiates itself through its minority-owned status, local New England focus, award-winning team, and commitment to a life-long customer relationship, community involvement, and a positive workplace culture. The goal is to create customers for life by delivering reliable, tailored technology solutions that align with each client’s business goals.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Waltham, MA
Founded: 2010

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