End User Support Specialist

Overview

We are seeking a detail-oriented and customer-focused End User Support Specialist to join our IT team. This is a contract-to-hire position responsible for providing technical support to internal users, primarily through ServiceNow ticketing, and hands-on troubleshooting of laptops, Windows OS, and common enterprise applications including Office 365 .

Responsibilities

• Provide Tier 1 and Tier 2 technical support for end users via ServiceNow ticketing system.
• Troubleshoot and resolve issues related to laptops/desktops (hardware & software), Windows OS, and password resets and account unlocks (Active Directory or equivalent).
• Assist with new user setups, equipment provisioning, and basic network connectivity issues.
• Escalate unresolved issues to appropriate teams while ensuring clear documentation.
• Follow IT policies and procedures, including asset management and support document...