IT Support Analyst - ServiceNow and SCCM or Intune or JAMF

Key Responsibilities

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues
• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues
• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF)
• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment
• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets
• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices
• Document resolutions, update knowledge base articles, and contribute to standard operating procedures
• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required
• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning
• Provide VIP/executive support as needed, ensuring white-glove service delivery
• Identify recurring issues and recommend process improvements or automation opportunities
   

Required Qualifications

• 2–4 years of experience in an IT support or helpdesk environment
• Strong working knowledge of Windows 10/11 and macOS platforms
• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams)
• Familiarity with ITIL framework and incident/problem/change management processes
• Proficiency with ServiceNow for incident, request, and change management
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting
• Strong analytical and problem-solving skills with the ability to perform root cause analysis
• Excellent written and verbal communication skills with a customer-service orientation

Preferred Qualifications

• ITIL v4 Foundation certification
• CompTIA A+, Network+, or equivalent certifications
• Jamf Certified Associate or Jamf Certified Tech
• Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent
• Experience supporting VPN, network printing, and enterprise wireless environments
• Familiarity with scripting (PowerShell, Bash) for task automation
• Experience in a manufacturing, semiconductor, or enterprise corporate environment

Work Environment

• On-site support during standard business hours
• May require lifting and transporting IT equipment (up to 50 lbs)