Description

•    Diagnose and resolve hardware, software, network, and application issues in a timely manner. Use ITSM tools—such as ServiceNow—to manage incidents, service requests, and work orders. 
•    Follow ITIL-based processes including Incident Management, Request Fulfillment, Change Management, Configuration/Inventory Management, and Problem Management. 
•    Maintain accurate ticket documentation and ensure compliance with established service standards and SLAs. 
•    Assist in monitoring and improving service delivery using KPIs and trend analysis. 
•    Support deployment, configuration, and maintenance of end-user devices and software. 
•    Assist with application installations, updates, and troubleshooting. 
•    Help maintain CMDB accuracy and asset inventory updates. 
•    Deliver professional, customer focused support with clear communication and follow through. 
•    Provide guidance and basic training to end users regarding systems, tools, and standard procedures. 
•    Collaborate with cross-functional support teams (network, cybersecurity, application teams) as needed. 
•    Create and update technical documentation, knowledge base articles, and process workflows. 
•    Participate in continuous improvement initiatives related to IT service delivery. 

Skills 
•    Foundational understanding of ITIL-based ITSM concepts. 
•    Experience with ITSM tools (ServiceNow, Remedy, Footprints, etc.). 
•    Working knowledge of Windows and/or macOS operating systems. 
•    Familiarity with Microsoft 365 (Teams, SharePoint Online, OneDrive, Outlook). 
•    Strong troubleshooting and problem solving skills with attention to detail. 
•    Ability to multitask, manage workloads, and prioritize effectively. 
•    Excellent communication, customer service, and teamwork skills. 

Education & Certifications 
•    Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). 
•    1–5 years of experience in desktop support, service desk, or IT support environment. 
•    Experience supporting end user hardware, software, and enterprise applications preferred. 
•    ITIL Foundation certification is preferred or required depending on department standards. 
•    Exposure to Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.g., Intune, SCCM). 
•    Experience supporting enterprise environments and collaborating with multiple IT teams

Key Skills

Education

Bachelor's degree