Technical Support Analyst with ServiceNow

Technical Support Analyst with ServiceNow 

Job Description Summary

Provide technical customer service to end-users and perform problem resolution/troubleshooting on technical systems and infrastructure. Provide business with front line helpdesk services for all installed hardware and software including workstations and servers.

Job Description

Responsibilities:

• Configure, install, and support PC hardware/Laptop/Printer/Smartphone hardware and software.

• Answer incoming support calls and messages to conduct Level I break/fix analysis and problem resolution which involves troubleshooting and correcting technical problems of minor complexity without the need for internal escalation. Resolve or escalate helpdesk tickets as necessary. Communicate with user groups on status and estimated time to resolve the incident.

• Work with Group IT support personnel to perform break/fix analysis for remote locations which involves troubleshooting and correcting technical problems of medium complexity in a timely manner and determining when escalation is necessary. Follow up with engineer when problems are escalated for resolution.

• Assist with research/implementation of new technologies including the loading and prepping of test equipment (for example, wireless networks) as instructed by management or other senior IT personnel.

• Perform minor Active Directory Administration tasks including but not limited to creating and deleting accounts, resetting passwords, and managing Exchange mailboxes as necessary.

Qualifications:

• A minimum of 2 years of college or an Associate’s degree in computer technology preferred.
• Generally, 2+ years of working experience with computer hardware and software.
• Experience supporting Microsoft Windows 10, Active Directory, Exchange and Office365 in a Microsoft-networked computer environment
• Basic knowledge of networking and TCP/IP
• Experience developing technical documentation
• Proficiency in configuring and managing desktop and laptop hardware
• Strong hardware trouble shooting skills.
• Ability to respond to technical issues in a timely fashion with an emphasis on customer service.
• Ability to manage and prioritize multiple tasks under pressure.
• Good communication and exceptional customer service skills using all forms of media.