Fall 2026 IT End User Support Co-Op

Textron • Hunt Valley, MD

11d • Onsite

About The Position

This role is for a Fall 2026 IT End User Support Co-Op at Textron Systems, a company known for innovative defense technologies and services. As part of Textron Inc., Textron Systems leverages its global network to provide customers with innovative products and services. The company emphasizes its agility as a mid-sized player, its commitment to talent development, and the opportunity for co-op students to gain versatile experiences from day one. The co-op will contribute to providing necessary and life-changing services and products to customers.

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 total: 120 hours vacation, 56 hours illness/personal, 80 hours holiday)
• 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 9.25% of salary
• Employee Discounts (over 30,000 merchants)
• Service awards
• Cell phone retail discounts
• Travel discounts
• Gym membership discounts
• Emergency travel assistance
• Home and auto discounts
• Adoption assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Intern