End User Support Technician

Role overview

This opportunity is for a partner company, which will handle the application review and the remaining hiring steps. The employer is seeking an End User Support Technician located in the United States.

In this role, you will be a key contributor to dependable IT support that helps employees stay productive and keeps business operations moving. You will provide practical support for end-user hardware, applications, mobile equipment, and collaboration tools, while working to resolve incidents and service requests quickly. The environment follows ITIL-oriented support practices, and you will help troubleshoot issues, maintain secure endpoints, and support ongoing service enhancements. The position also offers exposure to infrastructure work, collaboration with experienced IT staff, and the chance to improve the overall user experience in a fast-paced enterprise setting.

Key responsibilities

• Deliver fast, reliable technical assistance for employee hardware, software, mobile devices, and related IT services while meeting defined service-level targets.
• Investigate, diagnose, and resolve technical issues efficiently, reducing disruption and applying temporary fixes when a full resolution is not immediately available.
• Use remote support utilities, internal knowledge articles, and diagnostic tools to solve problems without needing to visit the user in person whenever possible.
• Keep users updated throughout the support process, explain resolutions clearly, and provide guidance that helps reduce repeat issues.
• Record incidents, service requests, troubleshooting actions, and final outcomes accurately in the ticketing platform.
• Help ensure devices comply with security expectations through correct setup, password protection, and routine preventive maintenance.
• Route advanced issues to the right specialist teams when necessary while continuing to own communication with the customer.
• Assist with collaboration platforms, shared meeting rooms, and classroom technology so that these spaces remain dependable.
• Support knowledge-sharing efforts by preparing and maintaining documentation, sharing proven practices, and helping teammates when needed.
• Take part in IT initiatives, stay familiar with local procedures, and consistently meet productivity, quality, and customer service goals.

Requirements

• A high school diploma or an associate degree, depending on the level of experience, or an equivalent mix of education and relevant work background.
• Previous experience in desktop support, end-user support, or technical support within an enterprise IT environment, with the exact experience requirement varying by role level.
• Strong troubleshooting ability across Windows desktops, hardware, software, mobile devices, and peripheral equipment.
• Working knowledge of ITIL-based service management and incident handling processes.
• Hands-on experience with remote support tools, ticketing systems, and technical knowledge repositories.
• Excellent customer service, communication, and interpersonal skills, including the ability to explain technical topics to non-technical users.
• Strong organization and multitasking skills, with the ability to handle multiple service requests while meeting service expectations.
• Ability to work effectively both independently and as part of a support team.
• U.S. citizenship is required in order to obtain and keep the necessary U.S. Department of Energy security clearance.

Benefits

• Full-time employment in a mission-critical enterprise IT environment.
• Exposure to modern enterprise platforms and collaborative technologies.
• Opportunities for professional growth through technical projects and continuous learning.
• A team-oriented workplace that values knowledge sharing and professional development.
• Experience with structured IT service management practices aligned with ITIL standards.
• The chance to support high-impact users and technology operations tied to mission-driven work.
• Competitive pay and a comprehensive benefits package, including healthcare and retirement benefits where applicable.

Additional information

The hiring process for this role is managed by the partner company. Applications are evaluated using an AI-assisted matching process designed to review candidates quickly and fairly against the role’s core requirements. The shortlist is then forwarded to the employer’s internal hiring team, which manages interviews, assessments, and final decisions.

Data privacy notice

By applying, you acknowledge that your personal information may be processed to assess your candidacy and shared with the hiring employer. This is done under legitimate interest and pre-contractual measures where applicable, including GDPR-related rights such as access, correction, deletion, and objection.

AI tools may be used to support parts of the recruitment workflow, including resume review and response analysis, as well as to help identify potential inconsistencies or verification signals in application materials. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.