IT Operations Analyst

Duration: 6+ Months Contract

Job Summary:

• The Tech Lounge Support Technician provides in-person, walk-up technical support to Client associates.
• This role delivers frontline IT support for employee devices, operating systems, productivity software, and collaboration tools while ensuring a high quality customer experience.
• The technician triages and resolves incidents and requests using ServiceNow, performs hands-on troubleshooting, supports meeting and event A/V needs, contributes to knowledge documentation, and partners with internal teams and vendors to restore service efficiently while meeting SLA/OLA and ticket quality expectations.

Key Responsibilities
Tech Lounge Support:

• Provide walk-up and scheduled in-person support for associates visiting the Tech Lounge.
• Deliver a professional, patient, and empathetic customer experience.
• Clearly explain technical issues in user-friendly language.

Endpoint, OS, and Application Support:

• Support Windows, macOS, Android, and iOS devices.
• Provide hands-on and remote support for laptops, desktops, printers, peripherals, and other business hardware.
• Install, configure, and troubleshoot Microsoft Office and other applications.
• Use approved troubleshooting tools such as Bomgar and Nexthink/Amplify.

Ticket Management & Escalation:

• Log, update, and document incidents in ServiceNow.
• Perform ticket triage and escalation per SLA/OLA.

Knowledge, AV, Projects & Vendors:

• Create and maintain Knowledge Base articles.
• Support meeting and event audio/visual needs.
• Participate in project support and hypercare.
• Coordinate with vendors for repairs and conference-room troubleshooting.

Required Qualifications:

• Experience providing end-user technical support in Windows and macOS environments.
• Hands-on experience supporting employee hardware and software.
• Proficiency with Microsoft productivity applications.
• Experience working in a ticketing system such as ServiceNow.
• Strong communication and customer-service skills.

Preferred Qualifications:

• Experience with Bomgar, Nexthink/Amplify, Intune, or JAMF.
• Experience creating IT Knowledge Base content.
• Experience coordinating with third-party vendors.

Work Environment & Physical Requirements:

• Combination of desk-based work and hands-on troubleshooting.
• May require lifting and moving IT equipment such as laptops, monitors, and printers.
• On-site role aligned with Tech Lounge business hours.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
 
US Tech Solutions is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.