Fall 2026 IT End User Support Co-Op

Textron•Hunt Valley, MD

10d•Onsite

About The Position

In this role, you will be responsible for being the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents. You will deliver outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training. This includes account provisioning and access management, asset management, technical troubleshooting, ticket queue management, and collaborating with various IT teams. You will also be involved in designing, implementing, and maintaining IT operational processes, identifying and implementing process automation, developing ticket metrics, and providing conference room software and hardware support. Additionally, you will support executive leaders, participate in IT strategic project teams, and manage vendor relationships.

Requirements

Working towards a bachelor’s degree in information technology, Information Systems, Computer Science or a related field
Strong interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds.
Strong critical thinking skills needed to manage ambiguity and troubleshoot a variety of issues
Basic understanding of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and industry standards.
Self-motivated and takes initiative to go beyond the minimum requirements.
Passion for learning, problem-solving, and developing new skills within the field of IT.

Responsibilities

Being the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.
Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges.
Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers
Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements
Conference room software and hardware support, and hands-on support for meetings
Supporting executive leaders and on-site executive meetings
Actively participating on various IT strategic project teams and drive timely delivery of key milestones
Vendor relationship management for hardware, software, service and audio/visual support

Benefits

Flexible Work Schedules (e.g., 9/80, 4/10s)
Paid Time Off (over 6 weeks including vacation, illness/personal time, and holidays)
Tuition Reimbursement (up to $10,000 for relevant graduate degrees per calendar year)
Dress for Your Day policy
Comprehensive Benefits Package (3 medical plans, prescription drug coverage, dental, vision, additional life insurance, company-paid basic life insurance, short- and long-term disability, employee assistance program, wellness incentive plan, annual fitness reimbursement)
401k company contribution (up to 9% of salary)
Employee Discounts (access to exclusive offers and discounts from merchants)
Service awards
Cell phone retail discounts
Travel and gym membership discounts
Emergency travel assistance
Home and auto discounts
Adoption assistance