Desktop Support Technician - ServiceNow

Responsibilities

• Provide setup and configuration of applications
• Provide 2nd-tier support for business applications within the enterprise
• Develop recommendations for enhancing approaches for software support service
• Develop and manage effective working relationships with other departments, groups, and personnel with whom work must be coordinated or interfaced
• Analyze the performance of programs and take action to correct deficiencies
• Provide a minimum of weekly status report updates for current projects
• Provide consultation for the evaluation of packaged applications
• The implementation, configuration, and deployment of new packaged software application
• Meet professional obligations through efficient work habits such as meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others

Qualifications

• Minimum of two years of experience in software and application delivery and support
• Associate's or Bachelor's Degree, or technical institute degree/certificate. Or equivalent work experience
• Proficiency in Windows 10/11 and Microsoft 365
• Experience with Active Directory, Group Policy, SCCM
• Familiarity with ServiceNow or similar ITSM platforms
• Basic PowerShell scripting for automation and troubleshooting
• Support for VPNs, remote desktop tools, and MDM solutions (e.g., Intune)
• Understanding of network basics (TCP/IP, DNS, DHCP)
• Comfortable with collaboration tools like Teams and Zoom
• Strong troubleshooting and customer service skills
• Effective communicator with proven reliability and efficiency