First-Line IT End-User Support Specialist

PTC; Cambridge; On-site; GBP 30,000 - 40,000; Full time

Job summary

PTC Inc. in Cambridge is seeking an IT Associate End User Support Specialist to provide frontline technical assistance to employees, ensuring smooth operation of IT systems and applications.

You will troubleshoot hardware, software, and network issues, manage user accounts and access, and help maintain desktops, printers, and IT assets. The role emphasizes clear communication, problem solving, and adherence to security policies in a fast-paced environment.

Qualifications

• Associate degree or equivalent IT experience.
• 1–2 years in a technical support role in an enterprise setting.
• Solid understanding of Windows 10/11.
• Familiarity with basic networking (TCP/IP, Wi‑Fi).
• Experience with IT ticketing systems (ServiceNow, Jira Service Management).
• Excellent problem-solving and attention to detail.
• Strong communication and interpersonal skills.
• Customer-focused attitude and ability to explain tech to non-technical users.
• Ability to work independently and in a fast-paced environment.
• CompTIA A+ or equivalent is a plus.

Responsibilities

• Provide first-level technical support for hardware, software, and network-related issues, both in-person and remotely.
• Troubleshoot and resolve common desktop and laptop problems, including OS errors, application malfunctions, and peripheral connectivity.
• Assist users with account management, password resets, and access requests for various internal systems.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Document support tickets, resolutions, and user interactions accurately in the IT service management system.
• Escalate complex or unresolved issues to higher-level support teams or appropriate IT personnel.
• Provide basic training and guidance to users on IT best practices and the use of common software applications.
• Participate in IT asset management activities, including inventory tracking and equipment deployment/retrieval.
• Contribute to the creation and maintenance of IT knowledge base articles and user guides.
• Adhere to IT security policies and procedures, ensuring the protection of company data and systems.

Skills

Windows OS proficiency

MS Office Suite

Troubleshooting

Communication

Problem solving

Teamwork

Independent work

Attention to detail

Customer-focused

Clear explanations to non-technical

Education

Associate's degree in IT or related field

Tools

ServiceNow

Jira Service Management

Job description

PTC Inc. in Cambridge is seeking an IT Associate End User Support Specialist to provide frontline technical assistance to employees, ensuring smooth operation of IT systems and applications.

You will troubleshoot hardware, software, and network issues, manage user accounts and access, and help maintain desktops, printers, and IT assets. The role emphasizes clear communication, problem solving, and adherence to security policies in a fast-paced environment.