Key Responsibilities
End-User & Technical Support
- Respond to IT service tickets and resolve hardware/software issues on desktops, laptops, and peripherals
- Provide support for mobile devices (iOS, Android) and basic MDM operations
- Troubleshoot AV/VC systems (Zoom, Meet, Webex) and conference room technology
- Deliver high-quality, customer-focused service experiences
Ticket & Incident Management
- Receive, document, prioritize, update, and close tickets in ITSM tools (ServiceNow, Jira)
- Escalate complex or unresolved issues as per protocols
- Own ticket queues and manage SLA targets (Level II)
Hardware Deployment & Imaging
- Assist or perform device imaging, deployment, recovery, and e-waste processes
- Label, tag, and track IT equipment accurately
- Use tools such as SCCM, JAMF, MDT for device imaging and management
Inventory & Asset Management
- Maintain, reconcile, and track inventory of IT equipment and accessories
- Participate in audits and support logistics for shipping/receiving hardware
AV & Conference Room Support
- Perform regular AV checks and room readiness tasks
- Set up and tear down conference room technology for meetings/events
- Troubleshoot AV issues independently (Level II)
Documentation & Process Compliance
- Follow SOPs and maintain clear documentation for resolutions, escalations, and asset updates
- Adhere to IT security and client-specific protocols
Level II Additional Responsibilities
- Act as lead or sole technician on-site, coordinating with remote teams or vendors
- Provide informal mentorship to junior technicians
- Share recurring issues and process improvement recommendations
