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IT Support Specialist
SR International IncorporationTier 2 IT Support Specialist providing technical support for Commonwealth of Pennsylvania users and infrastructure. Troubleshooting hardware/software issues and ensuring compliance with state policies.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide Tier 2 technical support for desktops, laptops, printers, scanners, and applications
- Perform troubleshooting, diagnosis, imaging, configuration, and installation of hardware/software
- Support remote users and multiple office locations using remote tools
- Utilize tools such as SCCM, Active Directory, remote desktop, and PowerShell
- Manage user accounts, groups, mailboxes, and permissions
- Assist with device deployment, upgrades, and equipment lifecycle management
- Perform desktop migrations, moves, and printer troubleshooting
- Track and resolve issues through ServiceNow ticketing system
- Ensure compliance with security policies and CISO guidelines
- Provide excellent customer support and prioritize tasks effectively
Requirements
What you’ll need- 2+ years of experience supporting Commonwealth of Pennsylvania customers
- Experience with ServiceNow or similar ticketing systems
- Familiarity with PowerShell scripting and remote management tools
- Experience with SCCM deployment processes and configurations
- Experience managing server folder permissions and shared resources
- Strong knowledge of: Windows environments and desktop support
- Active Directory and account management
- Remote troubleshooting tools and techniques
- Ability to work independently and manage multiple tasks
- Strong communication and customer service skills
Benefits
Comp & perks- Flexible work from home options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingdiagnosisimagingconfigurationinstallationdesktop migrationsprinter troubleshootingPowerShell scriptingSCCM deployment
Soft Skills
customer supporttask prioritizationindependent workcommunicationcustomer service