Technical Support Specialist

We are seeking a technically adept and customer-focused professional to join our Service Delivery team. This position plays a critical role in maintaining the productivity of end users by supporting enterprise applications and hardware across the organization.

Requirements

• Provide comprehensive end-user support in an environment structured around 35% phone support, 55% off-phone tasks, 5% project involvement, and 5% training and development.
• Deliver remote support using industry-standard tools to resolve technical issues efficiently.
• Create and maintain knowledge base articles, incident categorizations, and virtual agent content within ServiceNow.
• Provide extensive hardware and software support for Windows 11, iOS, Android, Lenovo, Mac OS, and Office 365 in conjunction with tools like Dell TechDirect.
• Utilize ServiceNow for full lifecycle management of Incidents and Requests, ensuring thorough documentation and knowledge sharing.
• Gather and analyze data to inform technical decisions and recommend practical solutions to improve system performance.
• Evaluate software and hardware compatibility to support system upgrades and application rollouts.
• Engage with external vendors for escalated issue resolution beyond internal support capabilities.
• Provide technical support for companywide meetings, events, and conferences to ensure seamless execution.
• Monitor ServiceNow trends and resolution history to identify and recommend preventative measures.
• Contribute to a culture of innovation by proactively identifying opportunities to optimize the user support experience.