Tech Support Associate

About the role

The IT Support Specialist (Tier 1) serves as the first point of contact for end‑users needing technical assistance. Working remotely, you will monitor, troubleshoot and resolve Level 1 issues to ensure staff and scholars have the tools they need.

Key responsibilities

• Ticket Management – triage, log and respond to inbound requests via ServiceNow, meeting SLA targets for first‑call resolution.
• Remote Technical Support – provide first‑line assistance for PC hardware, software, Macs, Chromebooks and peripherals, escalating complex cases.
• System Health & Maintenance – perform routine health checks and audits to ensure software and security compliance.
• Device Configuration – assist with zero‑touch provisioning and configuration of laptops and peripherals for new hires.
• Software Management – deploy, update and repair applications using endpoint management tools.
• Asset Management – maintain accurate records of hardware and software licenses in ServiceNow’s CMDB.
• Knowledge Management – create and publish user guides and Knowledge Base articles.
• Vendor Liaison – coordinate with external vendors to resolve hardware and software issues.

Required profile

• 2+ years of enterprise‑level IT customer and application support experience, preferably remote.
• Hands‑on experience with ServiceNow for ticketing, asset tracking and knowledge base usage.
• Familiarity with core enterprise applications such as Okta, Google Workplace, Workday and JAMF.
• Basic understanding of network protocols and ability to troubleshoot Macs, Chromebooks and related peripherals.
• Strong oral and written communication skills with a focus on empathetic customer service.
• Self‑motivated, detail‑oriented and able to prioritize tasks in a high‑pressure environment.

Required skills

• ServiceNow
• Okta
• Google Workplace
• Workday
• JAMF
• Networking protocols (TCP/IP, DNS, DHCP)
• Mac and Chromebook troubleshooting
• Endpoint management tools