Job Description

End User Support Specialist

MicroAire Surgical Instruments, (Charlottesville, VA) is a wholly-owned subsidiary and one of five companies within the Medical Group of Marmon Holdings, a Berkshire Hathaway company. MicroAire is a mid-sized medical device solutions company with a 45-year legacy of quality and innovation. With well-recognized brands, the company is uniquely positioned as a leader in specialty markets, including minimally invasive medical devices and equipment for aesthetics/reconstruction, endoscopic soft tissue release, and orthopedic accessories. MicroAire designs, manufactures, and markets cutting-edge medical devices that empower surgeons to push the boundaries of surgical precision, delivering safe, efficient, and high-quality patient outcomes.

MicroAire is seeking an experienced End User Support Specialist to lead the design, governance, and continuous improvement of our enterprise endpoint computing environment. This role reports directly to the Sr. Manager IT and owns endpoint architecture and service outcomes for laptops, desktops, mobile devices, and productivity software, with a strong focus on user experience, security, and scalability.

The ideal candidate brings advanced technical judgment, a service‑management mindset, and a passion for automation and AI‑enabled support. This role plays a critical part in enterprise initiatives including system modernization, Microsoft 365 E5 adoption, and M&A integrations—helping MicroAire scale efficiently as we grow.

What You'll Do

Endpoint Architecture & Engineering (Primary Focus)

• 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

Service Management & SLA Ownership

• 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

Project Leadership & Enterprise Initiatives

• 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

Service Desk Platforms, Automation & AI

• 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

Governance, Documentation & Collaboration

• 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

What We're Looking For

Education & Experience

• Associate or bachelor's degree in computer science, Information Systems, or a related field (preferred)
• 5+ years of experience in endpoint engineering, systems administration, or advanced end user services
• Proven experience managing modern, enterprise endpoint environments

Technical Skills

• 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

Key Competencies

• 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

Work Environment

• Primarily office‑based with periodic work in manufacturing and warehouse settings
• May require occasional lifting of hardware up to 50 lbs. and navigating production environments
• Adherence to all safety and protective equipment requirements

Our Benefits:

• Competitive salary: $60,000 - $80,000
• 401(k) Retirement Plan with Company Match
• Comprehensive Medical, Dental, and Vision Insurance
• Paid Time Off and Company Holidays
• Access to Career Development and Networking Opportunities Across Marmon Holdings

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.

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