Triage and respond to support requests and incidents submitted via email, or ServiceNow, escalating and resolving issues in accordance with SLAs.
Provide strong technical support across devices, operating systems, collaboration tools, productivity software, and endpoint security systems.
Ensure a smooth onboarding and offboarding experience by coordinating local IT setup, access provisioning, and equipment readiness for new hires and departing employees. Act as a subject matter expert in areas such as user access, software configuration, device management, and A/V troubleshooting for in-office and hybrid setups.
Manage incident lifecycle and ownership of requests from initial intake to closure, ensuring timely and effective communication with end users.
Collaborate with Engineering and Enterprise Applications on escalated issues, root cause analysis, and service restoration.
Own local inventory management, by working through regular audits, IT procurement and managing internal warehousing/stock rooms.
Contribute by participating in key ITIL practices such change, problem, and incident processes, ensuring a strong focus on the overall customer.
Participate in hardware lifecycle management including asset tracking, imaging, deployment, and returns.
Maintain and support A/V systems in collaboration rooms and shared spaces, ensuring seamless meetings and presentations.
Support IT initiatives and projects including software rollouts, system migrations, and compliance activities as required.

Requirements

High School Diploma/GED
Minimum 2+ years of IT support experience across first and second-line responsibilities, ideally in a global or fast-paced environment.
Certification in at least one of the following: CompTIA, Microsoft and ServiceNow.
Due to Contractual requirements, must be a U.S. Person defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status
Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

Benefits

A competitive salary and innovative, game-changing work
Flexible work schedule
Employer subsidized health, dental, and vision insurance
401(k) match for student loan repayment benefit
Equity, 401k retirement savings plan + 12 Paid holidays and generous vacation + sick time
Paid parental leave
Employee discounts

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportincident managementuser accesssoftware configurationdevice managementA/V troubleshootingasset trackingsystem migrationscompliance activitiesITIL practices

Soft Skills

communicationcollaborationproblem-solvingcustomer focusorganizational skills

Certifications

CompTIAMicrosoftServiceNow