End-User Support Specialist

Position Overview:

F1/NX is seeking a motivated, customer-focused End-User Technology Specialist to join our F1Velocity team serving clients in the Metro Cleveland area. This hybrid role blends remote service desk support with meaningful onsite relationships. You’ll be the go-to partner for employees who need technology that simply works.

You’ll operate inside a dedicated, process-driven end-user support team that knows our clients’ people and environments. Your work will span rapid response to frontline troubleshooting, proactive onsite engagement, and contributing real user feedback that shapes smarter IT decisions.

What You’ll Do

As an End-User Technology Specialist, you will:

• Frontline Support & Triage
  
  • Provide prompt, professional technical support to end users in a hybrid workplace.
  • Diagnose and resolve common hardware, software, and connectivity issues.
  • Serve as first contact, owning the user experience through resolution or escalation.
  
  
  
• Ticketing, Time, and Documentation
  • Accurately document service notes, troubleshooting steps, outcomes, and invoicing details in F1's Clarity platform.
  • Record billable and non-billable time against assigned and newly created tickets.
  
  
  
• Endpoint & Workplace Technology
  • Install, configure, maintain, and troubleshoot end-user devices (laptops, desktops, mobile devices, printers, conferencing gear).
  • Support endpoint asset and workplace management initiatives (deployment, refresh, lifecycle care).
  
  
  
• Escalation & Collaboration
  • Recognize when deeper expertise is needed and escalate into Fortify™ (NOC/SOC) or other specialist teams.
  • Stay engaged as a case owner and communicator while specialists resolve advanced issues.
  
  
  
• Training & Knowledge Sharing
  • Deliver user training and simple, clear documentation for users.
  • Contribute to internal knowledge base improvements to prevent repeat issues.
  
  
  
• Modern Meetings & AV Reliability
  • Support Microsoft Teams Rooms, Zoom Rooms, conferencing systems, and meeting-space AV.
  • Ensure meetings start cleanly and stay reliable.
  
  
  
• Workplace Accelerator   Onsite Engagement
  • Participate in scheduled onsite presence, floor walks, and workspace care.
  • Build rapport so IT feels consistent, accessible, and proactive.
  
  
  
• Voice-of-the-User
  • Facilitate or participate in feedback conversations with end users.
  • Capture real experience insights and share them with broader F1 teams to guide improvements.
  
  
  
• Projects & Rollouts
  • Support cross-functional initiatives, upgrades, and technology deployments.
  • Offer practical ideas that improve the end-user experience and inform F1SmartPath strategy alignment.
  
  
  

Who You Are

You’re someone who combines technical competence with a steady, calm, human way of working with people. You know how to fix issues, teach through them, and keep users feeling supported - not blamed.

Required Qualifications

• 2+ years of experience in IT support (remote and/or onsite).
• Strong hands-on proficiency with:
  • Windows 10/11
  • Microsoft 365 / Office apps
  • Common business applications and endpoint troubleshooting
  
  
  
  
  
• Ability to explain technical concepts clearly to non-technical users.
• Comfort balancing onsite client engagement with remote service desk work.
• Strong organization, follow-through, and documentation habits.
• Good judgment about when to resolve, educate, capture feedback, or escalate.

Nice to Have

• Relevant certifications (CompTIA A+/Network+, Microsoft, ITIL, etc.).
• Familiarity with ITSM workflows and service catalog-based support.
• Experience supporting conference rooms, AV, or modern collaboration setups.

Work Location & Schedule

• Hybrid role: mix of remote support and onsite presence at client locations.
• Must be based in or near Metro Cleveland, OH, with reliable transportation for onsite visits.

Why F1/NX

F1/NX partners with organizations to keep IT seamless, secure, and aligned to real business growth. Our F1/Velocity service is built for high-trust end-user support: service desk & triage, onsite engagement, Voice-of-the-User feedback, and endpoint/workplace management. We do this as a true extension of our clients’ teams - focused on people, outcomes, and long-term stability.

recblid mbke7lxmun0ro4iemgj8e1aefp790h