End User Support Specialist

Job Summary: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.Key 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 OSOffice 365 (Outlook, Word, Excel, Teams, etc.)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 documentation.Required Skills & Qualifications:1–3 years of experience in an end user support or helpdesk role.Hands-on experience with Windows 10/11, O365, and common hardware troubleshooting.Familiarity with ServiceNow or similar ITSM/ticketing platforms.Strong communication and customer service skills.Ability to work independently and manage multiple priorities.Preferred Qualifications:Experience with Active Directory for user account management.Basic knowledge of networking (Wi-Fi, VPN, printers).IT certifications (e.g., CompTIA A+, Microsoft 365 Certified) are a plus.