Description

Manage end-user hardware lifecycle, incident resolution, and request fulfillment.

This role is on-site.

Responsibilities

• Manage new hire IT hardware provisioning and retrieve devices from terminated users.
• Resolve incidents and fulfill requests, including coordinating delivery and collection of peripherals.
• Image and deploy devices using tools like Pixie Boot, ensuring compliance with security policies.
• Triage, prioritize, and escalate cases within ServiceNow, acting as the action owner for assigned tickets.
• Document errors, known workarounds, and operational disturbances to support knowledge management.

Required Skills

• 5+ years of experience in IT support or helpdesk operations.
• Proficiency with Microsoft Windows 11 and MS Office (2016 and later).
• Hands-on experience with ServiceNow ticketing tools.
• Expertise in hardware imaging, deployment, and troubleshooting laptops, printers, and peripherals.
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Strong customer service skills with ability to work with minimal supervision.
• Familiarity with fulfillment center or warehouse operational environments.

Preferred Skills

• Experience supporting 2nd and 3rd line teams with problem identification.
• Ability to analyze resolution time and work effort metrics to drive efficiency.

Key Skills

Education

Bachelor's degree