Position Summary

Responsible for supporting enterprise-wide information technology requests, incident management, and outage response. This role ensures timely routing of issues to the appropriate teams for resolution or escalation while maintaining high levels of customer satisfaction and operational excellence for end users.

Key Responsibilities

End User Support & Troubleshooting

• Provide day-to-day operational support for end users, including installation, configuration, and issue resolution.
• Troubleshoot software applications on desktops and laptops, ranging from basic functionality to advanced operations.
• Perform break-fix support, IMAC (Install, Move, Add, Change) activities, device imaging, and incident response for client devices (PCs, laptops, tablets, peripherals, encrypted devices, etc.).
• Troubleshoot network connectivity issues and AV/OT equipment, including telephony systems (Cisco/Avaya).
• Support enterprise office productivity tools, including Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams).

Incident Management & Service Delivery

• Respond to IT incidents, service requests, and outages in accordance with defined service levels.
• Route issues to appropriate teams for rapid resolution or escalation.
• Engage directly with stakeholders during incident response and event management situations.
• Document all requests, actions, and resolutions in the ServiceNow ticketing system.
• Ensure customer satisfaction through clear communication and timely follow-through.

Operations & Process Improvement

• Support small projects and operational initiatives as assigned.
• Apply ITIL best practices in service delivery, ticket management, and stakeholder communication.
• Contribute to the development and maintenance of helpdesk standard operating procedures (SOPs) and training materials.
• Enhance technical knowledge through ongoing training, cross-training, and awareness of organizational technology direction.
• Perform additional duties as assigned.
• Maintain reliable attendance.

Minimum Qualifications

• Two (2) or more years of experience in IT support or a related field
• Knowledge of hardware, operating systems, IT service management (ITSM), and ITIL processes
• Strong written and verbal communication skills
• Demonstrated customer service, problem-solving, and issue resolution abilities
• High school diploma with relevant certifications or an associate’s degree in Information Technology or a related field

Preferred Qualifications

• Bachelor’s degree in Information Technology or a related field

EOE (Veteran/Disability)