IT Help Desk Professional

Responsibilities

• Diagnose, troubleshoot, and resolve Incident and Catalog Task tickets for end-users
• Document all work in ServiceNow quickly, accurately, and thoroughly
• Maintain SLA resolution timelines and own assigned work
• Follow structured escalation workflows and communicate clearly with end-users and internal IT support teams
• Collaborate with teammates by sharing knowledge, relevant support resources, and examples from prior tickets when useful

Qualifications

• High School diploma/GED with 3+ years of IT or Helpdesk experience
• Associates Degree in Information Technology/Systems with 1-3 years of experience
• Strong troubleshooting skills for hardware, software, Microsoft Windows and M365 suite, and end-user technology issues
• Experience working with ServiceNow or a similar ITSM platform
• Ability to work under pressure, manage multiple tickets at once, and adjust priorities based on queue conditions
• Strong communication, writing, customer service, and follow-through skills
• Strong attention to detail and commitment to accurate ticket documentation
• High aptitude and willingness to learn new technologies, processes, and support workflows

Benefits

• Exceptional Retirement Plan: 2-to1-company match on up to 4% of eligible compensation (salary + bonus) and additional profit-sharing contribution
• Comprehensive Health Coverage: Low-cost medical, dental, and vision insurance options
• Time Off: Personal leave, flexible scheduling, floating holidays, and half-day Fridays
• Financial Wellness: Student loan matching in our 401(k), and performance-based bonuses
• Professional Development: Tuition reimbursement and extensive internal training programs
• Family-Friendly Benefits: New Parent Leave, family building benefits, and childcare resources