Key Responsibilities Tier 1 Support Manage user access tasks including account creation, deactivation, and license assignments. Classify and prioritize support tickets; escalate to Tier 2 when necessary. Resolve basic IT issues such as password resets and general end-user inquiries. Tier 2 Support Troubleshoot and resolve application-related bugs and issues. Execute service and enhancement requests as needed. Support problem management efforts, including contributing to root cause analysis. Tier 3 Support Coordination Escalate complex technical issues to external Tier 3 vendors (e.g., telecom or software providers). Collaborate with external support partners to ensure resolution and closure of advanced issues. On-Site Support (For Office-Based Analysts) Provide hands-on support for meeting room equipment, printers, and desktop hardware. Set up IT hardware and environments for new employee onboarding. Remote Support Handle support tickets assigned via ServiceNow for remote users. Assist field employees with software installation, remote troubleshooting, and follow-up communications. Service Delivery Provide support within the established service window of 8 AM - 5 PM local time (including a 1-hour lunch). Maintain professional and timely communication with end users. Follow internal processes for accurate ticket classification and resolution documentation within ServiceNow. Required Qualifications Associate degree or technical diploma in Information Technology or related field preferred. ITIL Foundation certification is a plus. #IND Advanced Recruiting Partners
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