Service Desk Technician Onsite Support

Key Responsibilities

1. Service Desk & Incident Management

• Provide Level 1 onsite technical support, including password resets, account unlocks, and troubleshooting hardware/software issues.
• Accurately log, classify, and triage all incidents and service requests in ServiceNow.
• Ensure tickets are resolved within defined SLA timelines for High, Medium, and Low priority cases.
• Escalate incidents to Level 2 or specialized resolver groups as required.

2. Onsite Desk Side Support

• Perform hands-on hardware repairs, installations, upgrades, and deployments (IMAC Install, Move, Add, Change).
• Assist in procurement, delivery, and setup of IT equipment following Client processes.
• Support onsite presence at HQ and coordinate dispatch support for other U.S. store locations when required.

3. Executive & Event Support

• Provide VIP-level assistance for senior executives and business-critical meetings.
• Ensure readiness of conference rooms, A/V equipment, and streaming setups.
• Offer on-call event support during business hours for meetings convened by the President.

4. Asset & Configuration Management

• Maintain accurate asset inventory and labeling in ServiceNow CMDB.
• Track lifecycle status, including onboarding/offboarding, repairs, and end-of-life replacements.
• Perform periodic asset audits and report findings.

5. Quality & Knowledge Management

• Contribute to and maintain Knowledge Base (KB) articles for common issues.
• Promote self-service solutions to reduce ticket volumes.
• Participate in Continuous Service Improvement (CSI) initiatives.

Requirements

Education & Certifications

• Associate s or bachelor s degree in IT, Computer Science, or related field (or equivalent experience).
• ITIL Foundation certification preferred.
• Relevant Microsoft, CompTIA, or other vendor certifications are a plus.

Experience

• 3+ years of Service Desk or Desk Side Support experience in a corporate environment.
• Strong working knowledge of cOS, Microsoft 365, Teams, and Intune/SCCM endpoint management.
• Experience with ServiceNow or equivalent ITSM platform.
• Proven track record of meeting SLAs and delivering KPI-driven support.

Skills & Competencies

• Excellent troubleshooting and problem-solving skills.
• Strong customer service orientation with professional communication skills.
• Ability to work independently and manage priorities in a high-demand environment.
• Familiarity with ISO 27001, GDPR, and IT security best practices.