L2 Deskside Support - ServiceNow Ticket Management || Minneapolis || Onsite
esolutionsMinneapolis, MN
L2 Deskside Support - ServiceNow Ticket Management || Minneapolis || Onsite
esolutionsMinneapolis, MN
17 days ago
Occupations
Computer User Support SpecialistsNetwork and Computer Systems AdministratorsComputer Network Support SpecialistsIndustries
Computer Systems Design ServicesOther Computer Related ServicesCustom Computer Programming ServicesAbout the role
L2 Desk Side Support ServiceNow Ticket Management
Location: Minneapolis, Minnesota (5 days Onsite)
Candidate needs to be very strong in ServiceNow Ticket Management Deskside Support Technician
Position Overview:
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.
Key Responsibilities:
- 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 coordinationSLA & 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
Qualifications:
- RequiredExperience 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
- PreferredExperience supporting Allianz or similar large enterprise environments
- Familiarity with endpoint management tools and device imaging
- Exposure to ITIL processes (Incident, Problem, Change Management)
Key Skills:
- 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
Working Environment:
- 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)
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JOB OVERVIEW
Experience level
Senior
Location
Minneapolis, MN
Occupation
Computer User Support Specialists
Industry
Computer Systems Design Services
Posted
17 days ago
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