Contract Level 1 End User Support Specialist

Position Summary

The End User Support Specialist provides high-quality technical support to employees across the organization, ensuring reliable access to technology and a positive user experience. This role is responsible for troubleshooting hardware, software, and audiovisual issues, supporting endpoint device deployment, and delivering exemplary customer service in a fast-paced corporate environment.

Key Responsibilities

• Deliver exceptional customer service while providing clear, professional, and courteous technical support to users at all levels of the organization.
• Support a corporate user base of approximately 1,000-3,000 employees across desktop, laptop, and peripheral technologies.
• Troubleshoot and resolve issues related to Windows desktops and laptops, Microsoft 365, and common business applications.
• Image, configure, deploy, and maintain endpoint devices in accordance with organizational standards.
• Provide hands-on support for printers, scanners, and conference room audiovisual (AV) equipment.
• Perform workstation setups, moves, and office relocations, including lifting and moving monitors, desktops, docks, and related equipment.
• Log, track, and resolve incidents and service requests using ITSM and ticketing systems following ITIL-aligned processes.
• Escalate issues appropriately and collaborate with other IT teams to ensure timely resolution.
• Maintain accurate documentation of solutions, procedures, and asset information.

Required Qualifications

• Proven prior experience delivering end-user support in a corporate environment.
• Demonstrated experience supporting 1,000-3,000 users.
• Strong working knowledge of:
  • Windows desktop and laptop operating systems
  • Microsoft 365 (Outlook, Teams, OneDrive, etc.)
  • Common enterprise business applications
• Experience imaging and deploying endpoint devices.
• Familiarity with ITIL concepts and ITIL-aligned support workflows.
• Hands-on experience troubleshooting hardware peripherals and conference room AV technology.
• Experience using ITIL-based ITSM tools such as Freshworks, Jira Service Management, or ServiceNow.
• Ability to lift and transport workstation equipment as required for office setups and moves.

Skills and Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and diagnostic abilities.
• Customer-focused mindset with a commitment to service excellence.
• Ability to manage multiple tasks and priorities in a dynamic support environment.
• Comfortable working both independently and as part of a collaborative IT team.