IT Operations Analyst

• The Tech Lounge Support Technician provides in-person, walk-up technical support to Client associates.

• This role delivers frontline IT support for employee devices, operating systems, productivity software, and collaboration tools while ensuring a high quality customer experience.

• The technician triages and resolves incidents and requests using ServiceNow, performs hands-on troubleshooting, supports meeting and event A/V needs, contributes to knowledge documentation, and partners with internal teams and vendors to restore service efficiently while meeting SLA/OLA and ticket quality expectations.

Key Responsibilities

Tech Lounge Support:

• Provide walk-up and scheduled in-person support for associates visiting the Tech Lounge.

• Deliver a professional, patient, and empathetic customer experience.

• Clearly explain technical issues in user-friendly language.

Endpoint, OS, and Application Support:

• Support Windows, macOS, Android, and iOS devices.

• Provide hands-on and remote support for laptops, desktops, printers, peripherals, and other business hardware.

• Install, configure, and troubleshoot Microsoft Office and other applications.

• Use approved troubleshooting tools such as Bomgar and Nexthink/Amplify.

Ticket Management & Escalation:

• Log, update, and document incidents in ServiceNow.

• Perform ticket triage and escalation per SLA/OLA.

Knowledge, AV, Projects & Vendors:

• Create and maintain Knowledge Base articles.

• Support meeting and event audio/visual needs.

• Participate in project support and hypercare.

• Coordinate with vendors for repairs and conference-room troubleshooting.

• Experience providing end-user technical support in Windows and macOS environments.

• Hands-on experience supporting employee hardware and software.

• Proficiency with Microsoft productivity applications.

• Experience working in a ticketing system such as ServiceNow.

• Strong communication and customer-service skills.

Preferred Qualifications:

• Experience with Bomgar, Nexthink/Amplify, Intune, or JAMF.

• Experience creating IT Knowledge Base content.

• Experience coordinating with third-party vendors.

Work Environment & Physical Requirements:

• Combination of desk-based work and hands-on troubleshooting.

• May require lifting and moving IT equipment such as laptops, monitors, and printers.