End User Support Specialist – Windows & ServiceNow

About the role

The End User Support Specialist provides deskside and remote assistance for Windows‑based devices, maintains the IT hardware inventory in ServiceNow, and ensures smooth operation of end‑user computing equipment. The role works closely with internal teams to resolve incidents quickly and keep users productive.

Key responsibilities

• Maintain IT hardware inventory in ServiceNow.
• Provide deskside support for Windows and macOS systems, including installation, configuration, and troubleshooting of software applications.
• Repair and upgrade end‑user computing equipment such as desktops, laptops, monitors, and peripherals.
• Support network printers and scanners, handling IP configuration and TCP/IP setup.
• Deliver break/fix and warranty support for non‑warranty assets.
• Assist users with remote/home‑office setups, VPN, and virtual machines.
• Log and manage incidents and service requests in ticketing systems, reporting trends and major incidents.
• Participate in on‑call rotations for after‑hours and weekend support.

Required profile

• Minimum 3 years of deskside support experience in Windows environments.
• Experience with hardware inventory, asset tracking, and shipping/receiving processes.
• Knowledge of patch management for end‑user and server systems.
• Familiarity with messaging platforms such as email, MS Teams, and mobile tools.
• CompTIA A+ certification or equivalent knowledge preferred.

Required skills

• ServiceNow
• Windows operating system
• macOS
• PC hardware and software break/fix
• Network printer and scanner configuration (IP/TCP‑IP)
• VPN and virtual machine setup
• Webex and Cisco Jabber
• Patch management
• Asset tracking tools
• Ticketing systems
• Microsoft Teams