Description

You will provide first-level IT support, resolving hardware, software, and network issues while maintaining accurate service records. You will own incident documentation, system testing, and operational monitoring within ticketing systems.

This role is on-site.

Responsibilities

• Resolve hardware, software, and network-related incidents via phone and ticket support.
• Manage and document incidents, requests, and resolutions in ServiceNow or similar ticketing tools.
• Execute system testing, validation procedures, and application maintenance activities.
• Support backup and recovery operations and monitor operational systems for escalation.
• Create and maintain technical documentation for systems and procedures.

Required Skills

• 5+ years of experience in IT Service Desk or Help Desk roles.
• Proficiency with ticketing systems including ServiceNow, Remedy, and Genesis.
• Strong troubleshooting skills for operating systems, routers, switches, and network hardware.
• Experience with IT security principles and telecommunications technologies.
• Excellent verbal communication and phone support capabilities.
• Bachelor's degree in Information Technology or related field.
• Ability to write clear, high-level technical documentation.

Preferred Skills

• Familiarity with Motorola MCC 7500 Radio Console.
• PowerShell scripting experience.
• Experience with Iris systems.

Key Skills

Education

Bachelor's degree