Service Desk Manager
Empower AI
ServiceNow
Desktop Support Technician
DecisionPoint Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States • Idaho
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
DNSServiceNow
About the role
- Provide Tier 1 support including SharePoint intranet portal and collaboration tools support, general IT-related queries, incident and problem resolution initiation, directory services and application-specific password assistance, desktop and mobile phone support, call tracking and monitoring, basic operational training, mobile application issue support, loan and training of desktop/laptop computers, new user security training coordination, VPN support, and ticket ownership
- Provide Tier 2 support including SharePoint support, on-site desktop support, operational email support, copier/print services management, and mobile device management; perform software installations, break-fix services for desktops/laptops/peripherals, provisioning and setup of new computers, IT equipment decommissioning, and data destruction
- Manage Electronic Messaging and Desktop Support: enable/manage user email accounts, calendars, chat services, distribution lists, Microsoft OneDrive, email restoration, message tracking, and mobile device management; support software/hardware installations, troubleshooting, network device management, and OS upgrades
- Provide Local Office Support for applications, hardware, operating systems, printers, and other desktop-connected systems; perform imaging and reimaging of machines
- Provide Printer and Copier Support and assist with local and wireless network issues
- Provide End User Support for DHCP, DNS, and print/file services and Active Directory management including user groups, ACLs, account creation, and monitoring
- Handle Incident and Request Management for end-user computing devices including PCs and mobile devices
Requirements
- Ability to obtain a Public Trust security clearance
- Associate degree or equivalent experience with a minimum of 3 years experience in end-user IT support
- Demonstrated capability in hardware, peripheral, software, video conferencing, and operating systems setup and support
- Over 1 year of experience with incident and request management systems like ServiceNow or Remedy
- Physical ability to lift up to 50 lbs
- Foundational understanding of networking technologies and principles
- Knowledge of computer imaging processes
- Experience in VTC/conference room troubleshooting and support
