The IT Support Technician will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users and technology teams. The IT Support Technician ensures all incidents and needs are documented in ServiceNow, analyzed, resolved, and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.
Responsibilities
Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner.
Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7
Proactively promote IT Connect 24/7 Portal (ServiceNow) and provide guidance to end users on incident and service request creation and portal use.
Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that
cannot be resolved remotely by the Service Desk. Be involved in global projects to support other IT teams.
Manage users and devices in Intune or Active Directory to forecast computer systems usage and manage local spare devices
Ensure all requests are dealt with adherence to company policy and procedures.
Contact with Suppliers/Vendors and check delivery/arrange support
Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA's
Qualifications
3+ years of experience with Service Desk support or an equivalent role
Ability to assess and prioritize issues while organizing daily responsibilities
Excellent verbal communication and customer service skills
Attention to detail.
Ability to work collaboratively in a team environment
Ability to be independent and find solutions to problems that may not be immediately apparent
Be directly accessible and responsive to users; especially remote employees with limited time
Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
ITIL certifications is a plus
Additional Information
Salary Range : $30.00 per hour
Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law
Benefits:
Bonus potential
401(k) + matching
Health, Dental, Vision insurance
Life insurance
Paid time off (PTO)
Holiday Pay
Suncoast is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
Equal Employment Opportunity
Keller Foundations is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.
