End-User IT Support Pro: Quick Fixes

eSolutionsFirst; Newark (NJ); On-site; USD 50,000 - 75,000; Full time

Job summary

eSolutionsFirst in Newark, NJ is seeking an End User Support Analyst to provide first-line technical assistance for end users, resolving hardware, software, account, and device issues across phone, chat, remote, and in-person channels.

You will log and categorize incidents, follow standard workflows to meet SLAs, escalate complex problems, and assist with device setup for new hires as well as onboarding and offboarding processes.

Qualifications

• Associate or bachelor's degree preferred, or 1–3 years IT support experience.
• Experience with incident intake, password or access support, and escalation.
• Proficient ticket documentation and user communication.
• Familiar with ServiceNow or similar ticketing systems.

Responsibilities

• Provide first-line end-user support via phone, chat, remote, and in-person contact.
• Log, categorize, prioritize, and update incidents and service requests in the ticketing system.
• Escalate complex issues with clear notes and user impact details.
• Assist with device setup, deployment, and refreshing for staff and replacements.
• Support onboarding and offboarding activities and update inventory records.
• Maintain inventory records and assist with asset tracking and basic reconciliation.
• Document troubleshooting steps and contribute to knowledge articles.
• Communicate clearly with users and manage expectations on status and timelines.
• Collaborate with team members and pursue ongoing learning in end-user support.

Skills

Customer service

Troubleshooting

Device setup

Onboarding/offboarding

Inventory management

Education

Associate degree

Bachelor's degree

1–3 years IT support

Tools

ServiceNow

Remote support tools

Job description

eSolutionsFirst in Newark, NJ is seeking an End User Support Analyst to provide first-line technical assistance for end users, resolving hardware, software, account, and device issues across phone, chat, remote, and in-person channels.

You will log and categorize incidents, follow standard workflows to meet SLAs, escalate complex problems, and assist with device setup for new hires as well as onboarding and offboarding processes.