Technical Skills
Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms
Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
Understanding of Active Directory, DNS, DHCP, and network troubleshooting
Experience with remote support tools and ITSM platforms (ServiceNow preferred)
Hardware troubleshooting and repair skills for desktops, laptops, and peripherals
Basic understanding of cybersecurity best practices and compliance requirements
Soft Skills
Excellent customer service and interpersonal communication skills
Strong problem-solving abilities with attention to detail
Ability to work independently and manage time effectively
Professional demeanor and ability to maintain confidentiality
Flexibility to adapt to changing priorities and work schedules
Key Responsibilities
Technical Support & Troubleshooting
Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices
Diagnose and resolve hardware, software, and network connectivity issues
Perform equipment installations, configurations, and upgrades
Execute break-fix activities including hardware replacements and repairs
Support conference room technology, audiovisual equipment, and collaboration tools
Service Delivery & Customer Experience
Respond to service requests and incidents in accordance with SLA requirements
Deliver white-glove service for executive and VIP users
Communicate technical information clearly to non-technical users
Provide on-site assistance during new hire onboarding and technology transitions
Ensure positive end-user experience through proactive communication and timely resolution
Asset & Inventory Management
Maintain accurate inventory of IT equipment and accessories
Perform asset tagging, tracking, and documentation in ServiceNow CMDB
Coordinate equipment staging, imaging, and deployment
Manage equipment refresh cycles and decommissioning activities
Ensure compliance with asset management policies and procedures
Incident & Request Management
Log, track, and resolve incidents and service requests in ServiceNow
Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation
Follow standard operating procedures and knowledge base articles
Contribute to knowledge base by documenting solutions and troubleshooting steps
Participate in incident and problem management processes
Collaboration & Coordination
Coordinate with remote support teams, vendors, and other IT groups
Support technology rollouts, migrations, and special projects
Participate in site walks and proactive equipment health checks
Assist with disaster recovery and business continuity activities
Provide coverage across multiple facilities as needed
Physical Requirements & Work Environment
Ability to lift and carry equipment up to 50 lbs
Frequent standing, walking, bending, and reaching
Occasional work in server rooms, data centers, or outdoor environments
Valid driver's license and willingness to travel between facilities as needed
Availability for occasional after-hours or weekend support
Education & Experience
Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience
2+ years of experience in desktop support, field services, or similar technical support role
Experience supporting Windows and Mac operating systems
Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)
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