L2 IT Support Technician

• Provide onsite support for hardware, software, and connectivity issues, including walk-ups and ticket-based support
• Troubleshoot laptops (Windows/macOS), Office 365 apps, VPN access, and Microsoft Exchange (Outlook, shared calendars/mailboxes)
• Use ServiceNow to manage, update, and resolve incident and request tickets
• Support Okta-related issues including account access, MFA, and password resets
• Perform full desk setups for new hires, including monitors, docking stations, cabling, and accessories
• Occasionally build and image laptops for new hires during high-volume onboarding cycles
• Handle emergency hardware replacements and provide responsive support to in-office employees
• Maintain accurate asset records in ServiceNow, ensuring hardware assignments and returns are tracked properly
• Organize and maintain the stockroom, ensuring spare devices and peripherals are available for quick turnaround
• Assist with shipping and receiving of hardware when needed and coordinate logistics with vendors

• 3+ years of experience in IT support or desktop support
• Proficiency in troubleshooting Windows/macOS, Microsoft Exchange, and Office 365
• Familiarity with ServiceNow and Okta
• Excellent communication skills and a customer-focused mindset
• Ability to work independently and prioritize tasks in a dynamic office environment

Experience with macOS device management tools such as Jamf or AirWatch (VMware Workspace ONE)