Job Description
End User Support Specialist
Granville, OH
Contract-To-Hire
Position Summary
We are seeking an experienced, customer-focused End User Support Specialist to join our team at a high-demand Science & Technology Center in Ohio. This is a fully onsite role providing walk-up and scheduled IT support in a “Genius Bar” style format. The ideal candidate will be comfortable taking initiative, demonstrating urgency, and providing best-in-class support in a fast-paced environment.
Key Responsibilities
- Act as the first point of contact for users through walk-ups and scheduled support via ServiceNow.
- Provide hands-on assistance for new PC deployments , device refreshes, and general end-user computing needs.
- Serve as "hands and feet" for the onsite Disaster Recovery (DR) Data Center , helping maintain network and infrastructure hardware (in partnership with remote teams).
- Maintain a strong focus on PC lifecycle management .
- Ensure a high level of service excellence by tracking and improving upon standard service metrics (e.g., ticket resolution time, CISA survey scores).
- Work closely with demanding users and executive-level staff, exhibiting strong interpersonal skills and professionalism.
Technical Environment
- Devices: Primarily HP and Microsoft, with limited Apple footprint (mostly Digital team), and some Lenovo (Store Computing).
- Operating Systems: Windows 10/11 (enhanced/enterprise configurations), limited macOS.
- Tools & Platforms:
- ServiceNow for ITSM and scheduling
- Microsoft Office Suite (proficiency required)
- Infrastructure Exposure:
- Cisco Networking Equipment
- Palo Alto Firewalls
Qualifications
- 3–4+ years in an end-user support or desktop support role.
- Proven experience working in a high-demand, service-focused environment.
- Strong ownership mindset with a sense of urgency and accountability.
- Excellent interpersonal and soft skills; ability to work with demanding personalities.
- Familiarity with service management metrics and ticketing systems (ServiceNow preferred).
- Technical proficiency in Microsoft Windows and Office Suite; familiarity with basic networking and infrastructure components is a plus.
Preferred Traits
- Experience supporting executive users or working in R&D or science/tech settings.
- Comfortable supporting both Windows and Mac environments.
- Previous experience with MSPs or large vendor environments (e.g., Tata Consulting Services).
Job Tags
Contract work, Remote job,