Service Desk IT Technician

TL;DR

Service Desk IT Technician (ITSM): Managing incoming incidents and service requests to ensure timely resolution within SLA commitments with an accent on hardware and software troubleshooting. Focus on maintaining ITSM documentation, supporting VIP users, and coordinating onboarding/offboarding processes.

Location: Onsite in Pittsburgh, PA. Must be a US Person (ITAR regulations). No relocation or sponsorship offered.

Company

Global technology leader focused on delivering photonic innovation and solutions for biomedical, semiconductor, industrial, security, defense, and aerospace sectors.

What you will do

• Manage incoming incidents and service requests to ensure timely resolution in accordance with SLAs.
• Troubleshoot hardware, software, and access issues to restore service functionality for end users.
• Document incidents, solutions, and procedures within the Freshservice ITSM system.
• Support onboarding and offboarding processes, including account setup and equipment coordination.
• Collaborate with internal teams to resolve recurring issues and support service improvements.
• Monitor ticket queues and prioritize workload to meet operational targets.

Requirements

• Strong knowledge of Service Desk operations and ITSM processes.
• Excellent troubleshooting and problem-solving skills in a technical environment.
• Ability to provide white-glove communication and service to VIPs.
• Must be a US Person due to International Traffic in Arms Regulations (ITAR).
• Ability to lift and move computer equipment.