Tech Support Associate

Responsibilities

• 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.
• 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.
• Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.
• Push remote software installations, updates, and repairs using endpoint management tools.
• Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.
• Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.
• Communicate with external hardware and software vendors to resolve ongoing remote issues.
• Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.

Requirements

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

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.

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.

Team Player

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

All your information will be kept confidential according to EEO guidelines.

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. For Enterprises, these are key factors of success. For us, they're our core expertise. 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 Digital Outcomes.