IT Service Desk Technician

We are seeking an IT Service Desk Technician with 3+ years of experience supporting a high-volume environment, including walk-up/desk-side support. This role requires strong customer service skills, hands-on troubleshooting experience, and proficiency with ServiceNow for ticket management.

Responsibilities:

• Provide walk-up (in-person) and remote support for end users in a high-volume service desk environment
• Troubleshoot hardware, software, and network issues for desktops, laptops, mobile devices, and peripherals
• Manage and resolve incidents and service requests using ServiceNow
• Deliver timely resolution of tickets while meeting SLA expectations
• Support account provisioning, password resets, and access issues (Active Directory, O365, etc.)
• Set up, image, and deploy new hardware and equipment
• Document issues, resolutions, and knowledge base articles in ServiceNow
• Collaborate with other IT teams for escalation and problem resolution
• Maintain inventory of IT assets and support equipment lifecycle management
• Provide excellent customer service and communicate effectively with technical and non-technical users

Required:

• 3+ years of IT service desk or desktop support experience in a high-volume environment
• Hands-on experience with walk-up or desk-side support
• Strong experience using ServiceNow or similar ticketing systems
• Proficiency in Windows operating systems and Microsoft 365
• Experience with Active Directory (user management, permissions, group policy basics)
• Strong troubleshooting and problem-solving skills