Job Title: IT Support Analyst – Incident & Desktop System Implementation (ServiceNow)
Location: Remote (U.S. based)
Duration: 12 Months
Start Date: ASAP
Working Hours: Monday–Friday, 8:00 AM to 5:00 PM EST
Overview:
We are seeking a proactive and dependable IT Support Analyst to join a year-long project focused on both end-user support and the implementation of a new enterprise desktop platform (Argo). The ideal candidate will have hands-on experience with ServiceNow, incident management, and L1–L3 support activities across diverse IT systems. This is a remote role operating during standard Eastern Time business hours.
Key Responsibilities:
- Monitor and triage ServiceNow incidents and Microsoft Teams chats for critical or major issues; escalate via phone and Teams per defined protocols.
- Provide end-user support, including password resets, account unlocks, and general IT troubleshooting.
- Create and assign ServiceNow tickets for user-reported issues; assist users with request submissions when needed.
- Perform daily QA checks on ticket data for accuracy and completeness.
- Conduct system health checks for designated applications, including AWS and backup platforms such as Rubrik.
- Validate the success of patch deployments and ensure no downstream issues have been triggered.
- Support the implementation and production phases of the new desktop system (Argo), partnering with internal teams to address technical issues and drive user adoption.
Requirements:
- Demonstrated experience using ServiceNow for incident tracking and resolution.
- Broad IT knowledge with the ability to assess and troubleshoot issues across multiple platforms.
- Familiarity with ITIL-based support models.
- Excellent communication skills and ability to coordinate across technical and business teams.
- Ability to work independently and stay organized in a remote environment.
- Eagerness to learn new tools and systems, including Argo.
Preferred Qualifications:
- Background supporting enterprise desktop rollouts or system upgrades.
- ITIL certification or similar framework exposure.
- Experience with AWS, enterprise backup tools (e.g., Rubrik), or regulated industry environments.
- Strong documentation and reporting skills.