IT Support Specialist – Windows & ServiceNow

About the role

The IT Incident Technician provides deskside and remote support for Windows‑based devices, maintains the hardware inventory in ServiceNow, and ensures timely resolution of technical incidents across the organization.

Key responsibilities

• Maintain IT hardware inventory in ServiceNow.
• Provide deskside support for Windows systems and assist with Mac OS devices.
• Install, configure, and upgrade software applications and end‑user computing equipment.
• Troubleshoot, repair, and maintain IT infrastructure, including network printers and scanners.
• Deliver break/fix and warranty support for non‑warranty assets.
• Support remote/home‑office setups, VPN, and virtual machines.
• Log and manage incidents and service requests in ticketing systems.
• Report trends, major incidents, and potential delays to management.
• Participate in on‑call rotations for after‑hours and weekend support.

Required profile

• 3+ years of deskside support experience in Windows environments.
• Experience with hardware inventory, asset tracking, and shipping/receiving processes.
• Knowledge of patch management for end‑user and server systems.
• CompTIA A+ certification or equivalent preferred.

Required skills

• Windows operating system.
• macOS operating system.
• ServiceNow asset management.
• VPN and virtual machine configuration.
• Microsoft Teams, Webex, Cisco Jabber.
• IP configuration and TCP/IP networking for printers/scanners.
• PC hardware and software break/fix.
• Ticketing/incident management systems.
• Patch management tools.