Tech Support Associate

Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times. Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams. Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.

2+ years of direct experience in enterprise-level IT customer and application support. Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization. Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals.