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).

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