Provides technical support for end-user hardware, software, mobile devices, network equipment, and workplace technology while managing incidents through ServiceNow. Job Requirements Experience providing Service Desk, Help Desk, or end-user technical support. Experience supporting Windows 11 laptops and related peripherals. Experience working with ServiceNow or a similar IT service management platform. Experience troubleshooting hardware, software, connectivity, and peripheral issues. Experience supporting remote, hybrid, and onsite users. Knowledge of common workplace technology, including docking stations, monitors, headsets, printers, and mobile devices. Experience escalating business-critical incidents according to established support procedures. Preferred Skills Experience supporting tablets, hotspots, and mobile devices. Experience supporting office network equipment. Experience supporting conference room technology. Experience supporting printers and plotters. Experience supporting virtual reality equipment. Experience coordinating issue resolution with external vendors and internal technology teams. Job Responsibilities Respond to Service Desk tickets and troubleshoot technical issues. Evaluate and prioritize support tickets based on business impact and urgency. Escalate business-critical incidents when required. Document troubleshooting steps, resolutions, and support activity in ServiceNow. Support Windows 11 laptops, docking stations, mobile devices, tablets, monitors, headsets, hotspots, printers, plotters, and other end-user equipment. Support network-connected office equipment and remote worker technology. Troubleshoot conference room and collaboration technology. Provide technical support through phone, video calls, instant messaging, email, and in-person assistance. Support onsite, remote office, and hybrid employees. Coordinate with internal technology teams to resolve escalated technical issues. Work with external vendors when third-party support is required. Maintain accurate incident and resolution records within the ticketing system.

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.