Desktop Support Technician

Job Overview:

Pay Range $23hr - $28hr

Requirement/Must Have:

• 1+ years of experience in enterprise deskside or IT support environment.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Knowledge of Windows OS, laptops, mobile devices, and enterprise applications.
• Knowledge of Mac OS, laptops, mobile devices, and enterprise applications.
• Experience working in SLA-driven support environments.
• Customer-focused with excellent communication skills.

Responsibilities:

• Manage and resolve incidents and service requests using ServiceNow ITSM platform.
• Accurately log, categorize, and update tickets with required details throughout the lifecycle.
• Prioritize tickets based on business impact and urgency, ensuring SLA compliance.
• Escalate issues to appropriate resolver groups when required.
• Monitor assigned queue and maintain ticket ownership until resolution.
• Provide deskside and remote support for laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devices.
• Support Microsoft 365 applications and enterprise tools.
• Troubleshoot hardware and software issues and restore service quickly.
• Deliver high-touch support aligned with customer experience expectations.
• Perform IMAC activities (Install, Move, Add, Change) for end-user devices.
• Support Joiner/Mover/Leaver (JML) processes, including new hire onboarding, equipment refreshes, and user offboarding.
• Image, configure, and deploy devices using standard enterprise builds.
• Act as onsite IT point of contact for end users and local business units.
• Provide 'smart hands and eyes' support for infrastructure teams (network, server, telephony, printers).
• Coordinate with Service Desk, engineering, and vendor teams for issue resolution.
• Support hardware break/fix, vendor repairs, and logistics coordination.
• Meet or exceed defined ServiceNow SLAs, including incident response times and resolution timelines.
• Maintain high ticket quality and documentation standards.
• Document troubleshooting steps, fixes, and processes in knowledge base.
• Identify recurring issues and support root cause analysis.
• Monitor ticket trends and recommend process or service improvements.
• Contribute to operational documentation and service communications.

Nice to Have:

• Experience supporting large enterprise environments.
• Familiarity with endpoint management tools and device imaging.
• Exposure to ITIL processes (Incident, Problem, Change Management).

Skills:

• Strong troubleshooting and problem-solving ability.
• Ability to manage multiple tickets in a high-volume queue.
• Strong prioritization and time management skills.
• Ability to work independently and collaboratively.

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities