Technical Support
About The Position
Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU. IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at
Requirements
- Basic familiarity with PC/Mac troubleshooting; Active Directory; SCCM; JAMF preferred.
- Experience with ServiceNow or similar ticketing systems desired.
- Strong teamwork skills; ability to communicate clearly with users of varying technical backgrounds.
- Must be detail-oriented and organized in handling inventory and documentation tasks.
Responsibilities
- Display basic knowledge of PC and Mac troubleshooting, Active Directory, SCCM, and JAMF.
- Deliver excellent customer support in-person, over the phone, and in writing.
- Manage user expectations and de-escalate stressful situations professionally.
- Utilize ServiceNow for ticket updates, assignments, closures, sorting, and filtering.
- Prioritize and manage your ticket queue effectively.
- Provide Tier 1 support for connectivity issues, peripherals, hardware/software break/fix scenarios.
- Handle password resets and multifactor authentication setup/reset.
- Triage and escalate complex issues appropriately via Slack channels, phone, or ServiceNow to the correct teams or team members.
- Perform basic asset inventory tasks including scanning hardware into inventory, arranging warranty repairs/replacements, imaging new machines (PC/Mac), cleaning/maintaining stock rooms, and conducting physical asset counts.
- Manage the shipping and receiving of hardware for new hires and break/fix replacements.
- Create clear process documentation as needed to support IT operations.
- Demonstrate a willingness to learn internal IT processes and procedures to become an effective contributor to the team.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
