Description

Provide technical break-fix support and manage hardware lifecycles using the ServiceNow ticketing system.

Responsibilities

• Manage all support tasks through the ServiceNow ticketing system with detailed documentation of troubleshooting steps.
• Perform hardware break-fix support, including replacing system boards, hard drives, and laptop LCDs.
• Execute IMAC tasks: receiving, unboxing, deploying, setting up, and breaking down equipment.
• Coordinate shipping and tracking of equipment to remote users and manage the return process.

Required Skills

• Minimum 4 years of technical support experience.
• CompTIA A+ certification (required at start or within 90 days of conversion).
• Proficiency with the ServiceNow ticketing system.
• Strong hardware troubleshooting skills for laptops and desktop components.
• Ability to follow detailed processes and work independently.
• Proven customer service skills.
• High attention to detail regarding documentation and asset tracking.

Preferred Skills

• Experience with IMAC processes in a remote-user support context.

Key Skills

Education

Any Graduate