Description

You coordinate, diagnose, and troubleshoot technical requests for users across client sites and remotely in the US and Canada.

Responsibilities

• Use the ITSM ticketing system (ServiceNow) to document all completed work.
• Perform advanced troubleshooting and resolution for all endpoints, including laptops, desktops, kiosks, and mobile devices.
• Provision, deploy, and update Windows and Mac workstations in a corporate setting.
• Coordinate with other IT groups to meet committed SLAs and deliver customer support.
• Assist with hardware replacement, such as monitors, and handle physical IT gear movement when needed.

Required Skills

• 3+ years in a high-volume Desktop Support role handling 50-75 tickets per week.
• Experience troubleshooting Windows-based and Mac-based workstations.
• Familiarity with system management tools like AutoPilot, Microsoft Intune, and Jamf (Casper).
• Knowledge of basic network troubleshooting (WiFi and connectivity issues).
• Proficiency with ServiceNow and Jira ticketing systems.
• Experience supporting Office365, major browsers, and anti-virus solutions.
• Ability to articulate technical solutions clearly to non-technical users.
• Bachelor's degree.

Preferred Skills

• Experience with ConfigMgr and Wired/Wireless networks.
• Knowledge of Active Directory, VDI, and VPN.

Key Skills

Education

Bachelor's degree