Support Specialist/IT Helpdesk

IT Incident Technician – Position Overview

The IT Incident Technician is responsible for delivering high-quality technical support and ensuring the stability, reliability, and efficiency of the organization’s IT infrastructure. This role involves identifying, analyzing, troubleshooting, and resolving hardware, software, and system-related incidents while maintaining a strong focus on service excellence and timely issue resolution.

The technician will manage incidents and service requests through established IT service management processes, maintain accurate asset records within ServiceNow, and provide comprehensive support for Windows-based environments. The role requires strong technical expertise, excellent communication skills, and the ability to collaborate effectively with internal stakeholders and global support teams.

Maintain and manage IT hardware inventory and asset records within ServiceNow

Provide deskside and remote technical support for Windows-based systems and end-user devices

Install, configure, troubleshoot, and support software applications and operating systems

Perform installation, maintenance, upgrade, and repair of end-user computing equipment, including desktops, laptops, monitors, docking stations, and peripherals

Deliver break/fix support and replacement services for non-warranty IT assets

Configure, troubleshoot, and support network printers and scanning devices, including TCP/IP and IP-based configurations

Provide warranty and technical support for printing and scanning solutions

Support escalated application-related incidents from the helpdesk, including internally developed, third-party, and market data applications

Ensure operating systems, drivers, firmware, and software updates are properly maintained and deployed

Assist employees with remote and home-office setups, including VPN access and virtual desktop or virtual machine configurations

Adhere to organizational IT policies, procedures, and compliance standards

Create, update, and maintain technical documentation, knowledge base articles, and support procedures

Collaborate with local and global IT support teams to ensure effective incident resolution and operational continuity

Accurately log, prioritize, track, and resolve incidents and service requests within ITSM/ticketing systems

Proactively communicate recurring issues, major incidents, and potential service delays to management

Participate in on-call support rotations, including after-hours and weekend coverage when required

Provide support through multiple communication channels, including email, Microsoft Teams, and enterprise collaboration platforms

Office-based role with occasional travel or movement between nearby office locations as required

Flexibility to provide support outside standard business hours during critical incidents or operational requirements

Collaborative, fast-paced IT support environment requiring strong multitasking and problem-solving abilities

Minimum of 3 years of hands-on experience in deskside support within enterprise Windows environments

Proven experience with IT asset management, hardware inventory control, shipping/receiving, and lifecycle management

Working knowledge of patch management processes for both end-user devices and server environments

Experience supporting enterprise communication and collaboration platforms, including Microsoft Teams, email systems, and mobile technologies

Strong expertise in diagnosing and resolving PC hardware and software issues

Working knowledge of Windows and macOS operating systems

Experience supporting collaboration and conferencing tools such as Webex and Cisco Jabber

Familiarity with device asset tracking and IT inventory management systems

Strong analytical, communication, and customer service skills with the ability to work effectively in a team-oriented environment