Technical Support Help Desk – Tier 1

About the role

The IT Support Specialist (Tier 1) is the first point of contact for end‑users seeking technical assistance. You will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed.

Key responsibilities

• Tri­age, log, and respond to inbound support requests via ServiceNow, meeting SLA targets for first‑call resolution.
• Provide first‑line remote support for PC hardware, software, Macs, Chromebooks and peripherals, escalating complex issues to Level 2/3 teams.
• Conduct routine remote health checks, audits and zero‑touch provisioning of laptops and peripherals for new hires.
• Push software installations, updates and repairs using endpoint management tools and maintain accurate asset records in ServiceNow’s CMDB.
• Develop and publish user documentation, how‑to guides and Knowledge Base articles.

Required profile

• 2+ years of enterprise‑level IT customer and application support experience, preferably remote.
• Hands‑on experience with ServiceNow for ticket, asset and knowledge management.
• Familiarity with core enterprise applications such as Okta, Google Workspace, Workday and JAMF.
• Strong oral and written communication skills with an empathetic, patient approach.
• Self‑motivated, detail‑oriented and able to prioritize tasks in a high‑pressure environment.

Required skills

• ServiceNow ticketing and asset management
• Okta, Google Workspace, Workday, JAMF
• Remote troubleshooting of Macs, Chromebooks and Windows PCs
• Basic networking protocols and remote diagnostics
• Endpoint management and software deployment tools