Digital Technology End User Support Specialist

We are seeking a Digital Technology End User Support Specialist to join our team. The ideal candidate will have experience in IT Operations, Incident & Problem Management, and technical proficiency in ServiceNow, Windows, macOS, and cloud-based solutions.

Requirements

• Proficient in using ServiceNow for logging, tracking, and resolving IT incidents and service requests.
• Experienced in incident lifecycle management, including categorization, prioritization, escalation, and closure.
• Skilled in maintaining SLA compliance, ensuring timely resolution and communication with end-users.
• Familiar with knowledge base usage, ticket documentation, and generating incident reports for trend analysis.
• Being an escalation point for non-solved requirements or issues.
• Monitor request handling and escalation policies for end-user computing support.
• Collaborating closely with local DT EUS manager to inform DT budget needs and evaluate operational costs, service improvements, customer / client engagements and feedback.
• Executing PC replacement plans and assisting in financial models and budget projections.
• Leading the evaluation, purchasing, deployment, inventory, lifecycle, and replacement of end-user technology equipment.
• Supporting DT projects, maintaining project documentation, including status updates.
• Facilitating communication between stakeholders, team members and project managers.
• Building and maintaining effective working relationships, ensuring resources and technical needs are understood and planned.
• Experience in Windows, macOS Support
• Experience in Hardware Troubleshooting & Repair
• Experience in Active Directory, Group Policy, Azure AD
• Experience in Office 365, Exchange Online, Teams
• Experience in Network Support (TCP/IP, DNS, DHCP)
• Experience in Remote Support Tools (SCCM, Intune, TeamViewer)
• Experience in IT Asset & Inventory Management & Ticketing Systems (ServiceNow)
• Experience in Endpoint Security & Patch Management.

Benefits

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits