Description
Daily Responsibilities:
• Provide on-site technical support for employees in offices through the Tech Bar.
• Deliver remote and virtual support using Bomgar/Zoom or other remote tools.
• Manage incidents and requests assigned to Workforce Support via ServiceNow, ensuring timely updates.
• Utilize IT tools—including Okta admin, Active Directory, Intune, ServiceNow, and Zoom—to resolve issues at the first and second level.
• Accurately and promptly update incidents and requests in the ServiceNow ticket management system.
• Communicating with Tier 2 and Tier 3 support teams for incident follow-ups and escalations.
• Provide escalation support from Level 1 support using ServiceNow.
• Set up and break down IT equipment on desks as needed.
• Provide support for Windows, OSX, iOS, and Android operating systems.
• Support Apple and Dell devices.
• Review Techline and Knowledge Article updates regularly to stay informed about IT changes.
• Ass...