Description

Key Responsibilities

Technical Support & Troubleshooting

• Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices

• Diagnose and resolve hardware, software, and network connectivity issues

• Perform equipment installations, configurations, and upgrades

• Execute break-fix activities including hardware replacements and repairs

• Support conference room technology, audiovisual equipment, and collaboration tools Service Delivery & Customer Experience

• Respond to service requests and incidents in accordance with SLA requirements

• Deliver white-glove service for executive and VIP users • Communicate technical information clearly to non-technical users

• Provide on-site assistance during new hire onboarding and technology transitions

• Ensure positive end-user experience through proactive communication and timely resolution Asset & Inventory Management

• Maintain accurate inventory of IT equipment and accessories • Perform asset tagging, tracking, and documentation in ServiceNow CMDB

• Coordinate equipment staging, imaging, and deployment

• Manage equipment refresh cycles and decommissioning activities

• Ensure compliance with asset management policies and procedures Incident & Request Management

• Log, track, and resolve incidents and service requests in ServiceNow

• Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation

• Follow standard operating procedures and knowledge base articles

• Contribute to knowledge base by documenting solutions and troubleshooting steps

• Participate in incident and problem management processes Collaboration & Coordination

• Coordinate with remote support teams, vendors, and other IT groups

• Support technology rollouts, migrations, and special projects

• Participate in site walks and proactive equipment health checks

• Assist with disaster recovery and business continuity activities Provide coverage across multiple facilities as needed

Key Skills

Education

Bachelor's degree