Analyst, Technology Sourcing

Our mission is to provide   modernized technology platforms,   elevated technology support, and   valuable insights, empowering our clients to excel in what they do best.

POSITION SUMMARY:

We are seeking a motivated Desktop Support Technician to join our IT team. This role is responsible for providing first and second tier technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups. The ideal candidate should have experience with ServiceNow ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

ROLES & RESPONSIBILITIES:

Technical Support & Incident Management:

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.) for onsite users in regional office.
• Provide second-level escalation support for remote and out of region users.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, escalate, and resolve technical issues.
• Log, track, and manage tickets using ServiceNow ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to Opensity business casual dress code (collared shirt or branded Opensity shirt)

New Hire Setups & IT Inventory Management:

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required
• Attend new user onboarding sessions for IT orientation.  Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required.

Remote & In-Office Support:

• Provide on-site support Monday through Thursday and optional remote assistance on Fridays as the schedule allows
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
• Excellent communication and customer service skills with a problem-solving mindset.
• A desire to help technical and non-technical users with IT issues.
• Experience communicating within a corporate environment.
• Thinking creatively on how to improve the user experience.
• Ability to lift and move IT equipment as needed.

QUALIFICATIONS:

Experience:

• 3+ years of experience in a Desktop Support or IT Help Desk in an on-site/in-person role required.

• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools required.
• 2+ years of support for Mac OS (laptops, tablets, mobile devices) required.
• Experience working in a corporate IT environment with ticketing system best practices.

Technical Skills:

• Jamf, Apple Business Manager and Apple remote device support required.

• Experience in inventory control and IT asset management.
• Proficiency in ServiceNow ITSM or similar ticketing system for incident and request management.

Certifications: IT certifications such as CompTIA A+, ITIL Foundation, Microsoft and/or Apple Device Support  certifications are a plus.

Opensity Equal Employment Opportunity Statement

Opensity is an Equal Opportunity Employer.

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.