Description

You will serve as the primary technical contact for users, resolving issues via phone, email, and chat while managing the full lifecycle of service requests.

Responsibilities

• Log, categorize, and prioritize incidents in ServiceNow to ensure timely resolution.
• Troubleshoot hardware, software, OS, and network connectivity issues, including VPNs.
• Document solutions to build knowledge articles and FAQs for self-service.
• Monitor IT systems and follow up on outstanding requests to maintain functionality.

Required Skills

• 5+ years of experience in technical support or service desk roles within a large enterprise.
• Proficiency with ServiceNow or similar ticketing systems.
• Hands-on experience with Active Directory Users and Computers.
• Working knowledge of Azure AD and cloud applications.
• Strong troubleshooting skills for Windows, macOS, and Linux operating systems.
• Experience with Microsoft Office 365 and mobile device management (MDM) solutions.
• Ability to explain technical concepts clearly to non-technical users.
• Experience using remote troubleshooting tools.

Preferred Skills

• Bachelor’s degree in Computer Science.
• ITIL Foundation, CompTIA A+, or Network+ certifications.

Key Skills

Education

Bachelor’s degree in Computer Science