The IT Incident Technician is responsible for managing and resolving technical issues within the organization’s IT environment. This role includes logging and tracking incidents, diagnosing hardware and software problems, implementing appropriate solutions, and keeping users informed throughout the resolution process.
The technician will work within an incident management system to prioritize and resolve support requests efficiently, with a strong focus on maintaining IT asset inventory in ServiceNow and supporting Windows-based devices.
This position requires sound judgment while following established company procedures and policies. The technician will also coordinate with users, departments, and internal IT teams to ensure timely issue resolution.
Key Responsibilities
- Manage and maintain IT hardware inventory records in ServiceNow.
- Provide deskside support for Windows systems and end users.
- Install, configure, and troubleshoot software applications.
- Support and maintain IT infrastructure and software environments.
- Install, upgrade, repair, and replace End User Computing (EUC) devices, including desktops, laptops, monitors, and peripherals.
- Deliver hardware and software break/fix support for users.
- Configure and troubleshoot network printers and scanners, including IP addressing and TCP/IP connectivity.
- Handle warranty and non-warranty repair support for printers and scanners.
- Support in-house, third-party, and market data applications escalated from the helpdesk team.
- Troubleshoot operating systems, device drivers, firmware, and software-related issues.
- Assist users with remote access and work-from-home setups, including personal laptops and virtual machines.
- Ensure compliance with organizational IT policies and procedures.
- Create and maintain technical support documentation.
- Collaborate with local and global IT support teams across multiple platforms.
- Record and manage incidents and service requests through the ticketing system.
- Keep management informed about recurring issues, trends, and delays.
- Participate in an on-call rotation for after-hours and weekend support.
- Stay updated with emerging technologies and attend relevant training programs.
- Communicate effectively using tools such as Microsoft Teams, Skype, Symphony, Jive, email, and mobile platforms.
Work Environment
- Primarily office-based, with occasional visits to user locations.
- May require support outside standard business hours during critical incidents.
- Involves travel between nearby office locations when required.
Required Experience & Skills
- Minimum 3 years of deskside support experience in Windows environments.
- Experience handling inventory, shipping, receiving, and stocking of IT equipment and spare parts.
- Knowledge of patch management for users and servers.
- Familiarity with messaging and collaboration platforms.
- Strong hardware and software troubleshooting skills.
- Experience supporting both Windows and Mac operating systems.
- Knowledge of Webex and Cisco Jabber.
- Experience with device asset tracking systems.
- CompTIA A+ certification preferred.
Job Type
Part-time
