IT Support Technician (ServiceNow)

The IT Support Technician is responsible for providing end-user device support, including troubleshooting hardware and software, maintaining operating systems, and managing data backups. This role involves a focus on ITIL best practices and excellent customer service. The position requires a strong understanding of IT principles and the ability to work independently.

Requirements

• Good general understanding of IT principles (networks, hardware, domains)
• Working knowledge of Microsoft Office and Lotus Notes
• Proficient with Windows 10/11
• Strong experience in troubleshooting hardware and software issues
• Knowledge of mobile devices, AV support, and printer troubleshooting
• Experience with building, configuring, and replacing EUC hardware components
• Solid experience in data backup techniques and disaster recovery processes
• Familiarity with virtual environments, Mobile Device Management (MDM), and VPN configurations
• Familiarity with Microsoft SCCM
• CompTIA A+, MCP/MCSE certifications are desirable
• Dell Certification is a plus
• Knowledge of ITIL practices and experience working in an ITIL environment
• Exceptional customer-facing and communication skills
• Logical and analytical approach to problem-solving
• Strong attention to detail with accurate record-keeping skills
• Ability to work independently with minimal supervision
• Good time-management skills and ability to prioritize tasks
• Strong focus on delivering high-quality work