Technical Support Help Desk

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Job Description

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

COMPETENCIES & RESPONSIBILITIES

Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.

Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.

System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.

Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.

Software Management: Push remote software installations, updates, and repairs using endpoint management tools.

Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.

Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.

Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues.

Qualifications

EDUCATION & EXPERIENCE

2+ years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred).

ITSM Proficiency: Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.

Core Systems: Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.

Networking: Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals

Communication: Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.

Project Skills: Exposure to project-based work structures and IT project lifecycle models.

Work Ethic: Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment.

Team Player: Experience working collaboratively in a distributed, team-oriented environment.

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