Key Responsibilities

• Install, upgrade, troubleshoot, and maintain endpoint hardware and software.
• Use tools like SCCM/PXE boot to image computers and install applications.
• Respond to technical support requests via calls, chats, and service tickets.
• Diagnose and resolve network, hardware, and software issues.
• Install and troubleshoot hardware peripherals (printers, monitors, etc.).
• Provide excellent customer service and communicate computer usage policies to users.
• Offer ad-hoc training to users on hardware/software systems.
• Collaborate with IT teams on complex issue resolutions.
• Maintain inventory of IT equipment using the support platform.
• Create and maintain Knowledge-Based articles for internal use.
• Record and document requests in ServiceNow.
• Assist with office moves, new hire setups, and other IT support activities.

Qualifications

• High School diploma or GED; further education may substitute for experience.
• 5+ years of IT experience, including desktop and legacy system support.
• Strong knowledge of Dell, Macintosh, and Panasonic devices.
• Expertise in Windows 10/11, Microsoft Office 365, and SCCM.
• Familiarity with Cisco AnyConnect and ITIL processes (incident, change, and problem management).
• Experience using ServiceNow for ticketing and issue tracking.
• CJIS clearance required within 45 days of hire.
• Strong communication skills and attention to detail.
• Ability to work independently and in a cross-functional team.

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