Description

Manage end-user IT support, resolving hardware, software, and network issues while maintaining service standards.

This role is on-site.

Responsibilities

• Diagnose and resolve hardware, software, network, and application issues using ITSM tools like ServiceNow.
• Execute ITIL-based processes for Incident Management, Request Fulfillment, Change Management, and Problem Management.
• Support deployment, configuration, and maintenance of end-user devices, operating systems, and enterprise software.
• Maintain accurate CMDB records, asset inventory, and technical documentation including knowledge base articles.
• Collaborate with network, cybersecurity, and application teams to improve service delivery and resolve complex tickets.

Required Skills

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of experience in desktop support, service desk, or IT support environments.
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, or Footprints.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365 suite (Teams, SharePoint, OneDrive, Outlook).
• Strong troubleshooting skills with attention to detail and ability to prioritize workloads.
• Excellent written and verbal communication skills for customer-focused support.

Preferred Skills

• ITIL Foundation certification.
• Experience with Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.g., Intune, SCCM).

Key Skills

Education

Bachelor's degree