Key Responsibilities Respond courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels Effectively use ServiceNow to manage tickets throughout their lifecycle Contribute towards meeting or exceeding Service Desk metrics, targets and goals Follow all IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests; provide KB feedback to improve articles Interact with vendor technical support to ensure effective resolution of 3rd party services Actively maintain tickets according to processes and within established SLAs, including timely updates to track troubleshooting and communications with users, vendors and other IT teams Proactively initiate ongoing communication with end users via phone, chat and email to continuously manage expectations Perform customer scheduling and follow-ups Monitor the queue and action or route tickets Inform leadership of broader issues impacting users or the team Interact with teammates throughout the day to share information and knowledge Fulfill all administrative requirements on-time Answer, respond to and route Corporate Calls as needed Required Qualifications 2+ years of experience High School Diploma or GED Associate degree in IT or related field Related professional IT certification English Skills ServiceNow Windows 11 Microsoft O365 Microsoft Teams Microsoft Azure Active Directory Administration Outlook Troubleshooting Windows Troubleshooting Cisco VPN Troubleshooting Citrix Connectivity Support Symantec Endpoint Protection Remediation LogMeIn Remote Support MEMC Software Deployment Browser Support (Edge and Google Chrome) Adobe Products Installation and Configuration Printer and Driver Troubleshooting Call Management Software (Finesse or Similar) Computers and Mobile Devices Support IT Helpdesk Support Customer Service Incident Management Knowledge Base Utilization Ticket Routing and Escalation Vendor Support Coordination Asset Management Quality and Documentation Experience Mobile Device Configuration and Distribution Schedule Start date: 2026-10-19