IT Support Technician

IT Support Technician

Location: Philadelphia, PA (100% On-site)

 IT Support Technician to join a high-performing team for a premier client located in the heart of Philadelphia. This is a fully on-site position, five days per week, designed for a technical professional who excels in a hands-on, high-energy environment. You will be responsible for maintaining the health and performance of the enterprise s Windows 10 and 11 workstations, managing the end-to-end hardware lifecycle from imaging to inventory, and providing top-tier service through ServiceNow. The ideal candidate blends deep technical troubleshooting skills with a solid understanding of ITIL frameworks and project management, ensuring that every user interaction is handled with professionalism and technical precision.

Key Responsibilities

• On-site Technical Support: Deliver immediate, face-to-face troubleshooting and resolution for hardware, software, and peripheral issues across Windows 10 and 11 systems.
• Hardware Lifecycle & Imaging: Manage the full deployment process, including imaging new hardware, configuring systems to client specifications, and maintaining a meticulous hardware inventory.
• Incident Management: Utilize ServiceNow to track, document, and resolve support tickets, ensuring all service level agreements (SLAs) are met.
• Project Execution: Support site-wide technology initiatives and hardware refreshes by applying fundamental project management principles.
• Service Excellence: Apply ITIL-based workflows to maintain organized service delivery and high standards of operational efficiency.
• User Communication: Provide clear, professional updates to staff and stakeholders regarding technical issues and project timelines.

Qualifications

• Technical Proficiency: Extensive experience supporting Windows 10 and 11 in a professional corporate setting.
• Hands-on Expertise: Proven experience with hardware imaging, workstation setup, and physical inventory management.
• Tool Experience: High level of familiarity with ServiceNow for ticket lifecycle management.
• Process Knowledge: Strong understanding of ITIL principles (Incident, Problem, and Asset Management).
• Communication Skills: Excellent oral and written communication abilities, with a focus on delivering high-quality customer service.
• Organizational Skills: Ability to manage multiple priorities and projects simultaneously while maintaining an on-site presence five days a week.