IT Support Technician II

Omnicell-posted 3 months ago
Cranberry Township, PA
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
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We are seeking a knowledgeable and proactive Level 2 End User Support Specialist with strong experience in ServiceNow and IT Asset Management to join our IT team. This role is critical in delivering advanced technical support, managing IT assets, and enhancing service delivery through effective use of our ITSM platform.

  • Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
  • Respond to and resolve escalated support tickets in ServiceNow, ensuring timely and accurate resolution.
  • Maintain and update asset records in ServiceNow's Asset Management module, ensuring data integrity and lifecycle tracking.
  • Assist end users with installation, configuration, and maintenance of computer systems and applications.
  • Serve as an escalation point for Level 1 Service Desk and collaborate on resolving complex issues.
  • Identify recurring issues and contribute to problem management and root cause analysis.
  • Create and maintain knowledge base articles and process documentation within ServiceNow.
  • Support the development and enforcement of IT policies, procedures, and standards.
  • Mentor Level 1 support staff and promote best practices in incident and asset management.
  • Collaborate effectively with remote teammates and cross-functional teams.
  • Hands-on experience with ServiceNow, including Incident, Request, and Asset Management modules.
  • Strong understanding of IT Asset Management (ITAM) principles and lifecycle processes.
  • Working knowledge of the ITIL framework and its application in service delivery.
  • Proficiency in Windows and Mac operating systems.
  • Experience with Active Directory and user account management.
  • Familiarity with remote support tools and techniques.
  • Strong knowledge of Microsoft Office Suite and collaboration tools (MS Teams, BOX, Slack, Zoom, OneDrive).
  • Basic understanding of network protocols (TCP/IP, DNS, DHCP).
  • Experience with virtualization technologies (e.g., VMware, Hyper-V).
  • Familiarity with cloud platforms (Microsoft 365, AWS, Azure).
  • Understanding of cybersecurity principles and practices.
  • Experience with scripting and automation (e.g., PowerShell, Bash).
  • Knowledge of mobile device management (MDM) solutions.
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