End User Support Specialist

IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues within an organization’s IT infrastructure. This includes logging incidents, diagnosing hardware and software problems, implementing effective solutions, and providing timely updates to end users. They work within an incident management system to track, prioritize, and resolve issues efficiently.

The role primarily focuses on maintaining IT hardware inventory in ServiceNow and providing support for Windows-based devices. The technician applies established procedures and sound judgment under supervision, selecting appropriate methods and techniques to resolve issues. They also act as a liaison between customers, departments, and internal teams to ensure effective problem resolution.

Key Responsibilities:

• Maintain IT hardware inventory in ServiceNow
• Provide deskside support for Windows systems
• Install and configure software applications
• Troubleshoot, repair, and maintain software and IT infrastructure
• Install, upgrade, and repair end-user computing (EUC) equipment such as desktops, laptops, monitors, and peripherals
• Provide break/fix support and replacement for non-warranty end-user assets
• Support network printers and scanners, including IP configuration and TCP/IP setup
• Deliver warranty and break/fix support for printers and scanning devices
• Support application-related escalations from the helpdesk, including in-house, third-party, and market data applications
• Maintain operating system drivers, software, and firmware updates
• Assist users with remote/home office setups, including VPN and virtual machines
• Ensure adherence to organizational policies and procedures
• Create and maintain technical support documentation
• Collaborate with internal and global support teams across multiple platforms
• Log and manage incidents and service requests in ticketing systems
• Report trends, major incidents, and potential delays to management proactively
• Participate in on-call rotations for after-hours and weekend support
• Stay updated with emerging technologies through continuous learning and training
• Respond across multiple communication channels such as email, Microsoft Teams, and other collaboration tools

Work Environment:

• Office-based role with occasional on-site visits as required
• May require working outside standard business hours for critical incidents
• May involve movement between nearby office locations

Required Qualifications & Experience:

• 3+ years of experience in deskside support for Windows environments
• Experience with hardware inventory, shipping/receiving, and asset management
• Knowledge of patch management for end-user and server environments
• Familiarity with messaging platforms (email, mobile, MS Teams, etc.)
• Strong experience in PC hardware and software break/fix support
• Working knowledge of Windows and Mac operating systems
• Experience supporting tools such as Webex and Cisco Jabber
• Experience in device asset tracking

CompTIA A+ certification or equivalent knowledge preferred