> Markdown version of [/jobs/ext/1447571-l2-desk-side-support-technician](https://www.wearedevelopers.com/jobs/ext/1447571-l2-desk-side-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L2 Desk Side Support Technician - **Company:** INA Solution Inc - **Location:** Minneapolis, MN, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, IMac, Apple Mac Systems, Microsoft Azure, Software Documentation, Desktop Computing, Software Engineering, Enterprise Software Applications, Office365, Mttr, Microsoft InTune, Laptops, Servicenow - **Published:** July 26, 2026 - **Apply:** https://www.careerjet.com/jobad/us58cc778ed820d77bc959794ad4c62386 ## About the Role * Experience in enterprise deskside or IT support environment * Hands-on experience with ServiceNow or similar ITSM tools * Knowledge of Windows OS, laptops, mobile devices, and enterprise applications * Knowledge of Mac OS, laptops, mobile devices, and enterprise applications * Experience working in SLA-driven support environments * Customer-focused with excellent communication skills Preferred * Experience supporting Allianz or similar large enterprise environments * Familiarity with endpoint management tools and device imaging * Exposure to ITIL processes (Incident, Problem, Change Management), * Strong troubleshooting and problem-solving ability * Ability to manage multiple tickets in a high-volume queue * Strong prioritization and time management skills * Ability to work independently and collaboratively ## Description The Deskside Support Technician provides onsite IT support in a ServiceNow-driven, SLA-managed enterprise environment supporting Allianz business units. This role focuses on incident resolution, device lifecycle management, and delivering a high-quality end-user experience while adhering to defined ITSM processes and performance metrics., ServiceNow Ticket Management * Manage and resolve incidents and service requests using ServiceNow ITSM platform * Accurately log, categorize, and update tickets with required details throughout the lifecycle * Prioritize tickets based on business impact and urgency, ensuring SLA compliance * Escalate issues to appropriate resolver groups when required * Monitor assigned queue and maintain ticket ownership until resolution End-User Support (Onsite & Remote) * Provide deskside and remote support for: * Laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devices * Microsoft 365 applications and enterprise tools * Intune, Azure and Entra knowledge and understanding * Troubleshoot hardware and software issues and restore service quickly * Deliver high-touch support aligned with Allianz customer experience expectations Device Deployment & Lifecycle (IMAC / JML) * Perform IMAC activities (Install, Move, Add, Change) for end-user devices * Support Joiner/Mover/Leaver (JML) processes, including: * New hire onboarding (device build, setup, Day 1 readiness) * Equipment refreshes and replacement * User offboarding and asset recovery * Image, configure, and deploy devices using standard enterprise builds Onsite Operations & Smart Hands Support * Act as onsite IT point of contact for end users and local business units * Provide "smart hands and eyes" support for infrastructure teams (network, server, telephony, printers) * Coordinate with Service Desk, engineering, and vendor teams for issue resolution * Support hardware break/fix, vendor repairs, and logistics coordination SLA & Performance Compliance * Meet or exceed defined ServiceNow SLAs, including: * Incident response times * Resolution timelines (MTTR targets) * Maintain high ticket quality and documentation standards * Support reporting accuracy by ensuring tickets are properly updated and closed Documentation & Continuous Improvement * Document troubleshooting steps, fixes, and processes in knowledge base * Identify recurring issues and support root cause analysis * Monitor ticket trends and recommend process or service improvements * Contribute to operational documentation and service communications, * Enterprise office environment supporting a large, distributed user base * High-volume ServiceNow queue with SLA-driven performance expectations * Close collaboration with: * Service Desk (remote support) * Engineering teams * Third-party vendors and suppliers, Essential Duties and Responsibilities: - Assist Technician II in providing Desktop and Operational Support to assigned site and remote offices. - Install, configure, maintain, an… + 2 days ago ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)