"Alerted.org

Job Role: Desktop Support Technician

Job Summary

We are seeking a Technical Lead with 3 to 5 years of experience to join our team. The ideal candidate will possess expertise in IT Service Management Incident Management and End User Tools such as Nexthink. Proficiency in Macintosh OS X Laptop Support Service Now Windows Networking and Remote Desktop Support is essential. This hybrid role focuses on Field Service and Operations Management with no travel required.

Responsibilities

+ Lead the IT service management processes to ensure efficient and effective service delivery.

+ Oversee incident management activities to minimize service disruptions and ensure quick resolution.

+ Provide expert support for end user tools including Nexthink to enhance user experience.

+ Manage Macintosh OS X laptop support ensuring seamless operation and user satisfaction.

+ Utilize Service Now for tracking and managing IT service requests and incidents.

+ Implement and maintain Windows operating systems to ensure optimal performance.

+ Coordinate networking support to maintain robust and secure network infrastructure.

+ Deliver remote desktop support to resolve technical issues promptly and efficiently.

+ Collaborate with field service teams to optimize operations management processes.

+ Develop and implement strategies to improve service delivery and operational efficiency.

+ Monitor and analyze service performance metrics to identify areas for improvement.

+ Ensure compliance with company policies and industry standards in all IT operations.

+ Contribute to the companys mission by enhancing IT service quality and reliability.

Qualifications

+ Possess strong expertise in IT Service Management and Incident Management.

+ Demonstrate proficiency in using Nexthink for end user tools support.

+ Have experience in Macintosh OS X Laptop Support and Service Now.

+ Show capability in managing Windows operating systems and networking.

+ Exhibit skills in providing remote desktop support and field service operations.

+ Understand the principles of Field Service and Operations Management.

+ Display excellent problem-solving and communication skills.

Certifications Required

ITIL Foundation Certification is a plus.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.