REQUIRED IMMEDIATELY

[Jaseena]

Title: Support & Operations Technician II
Location: On-site, Downtown Chicago (Monday – Friday, 8 AM – 5 PM CST)
Experience: 2–4 years in IT support
Visa: GC and USC only
Focus: End-user support, hardware/software troubleshooting, and ServiceNow ticket resolution

Role Overview
We are seeking a Support & Operations Technician II to provide second-level onsite technical support and assistance to end-users. This role involves troubleshooting, diagnosing, and resolving hardware, software, and network issues, while also installing, configuring, and maintaining IT systems. The Support & Ops Technician II will partner with IT teams to ensure smooth operations and provide training to end-users on IT best practices.
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Key Responsibilities
• Deliver second-level desktop support for Windows and macOS workstations.
• Support mobile devices, printers, copiers, MFPs, and conference room A/V technology.
• Manage workstation OS deployments, including onboarding for new hires.
• Troubleshoot and escalate application issues to engineering teams when necessary.
• Respond to and resolve incidents and requests via ServiceNow (or similar ticketing system).
• Perform mass workstation deployments, migrations, and QA activities.
• Follow asset management guidelines and maintain accurate documentation.
• Provide occasional after-hours support for scheduled deployments or incidents.
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Additional Responsibilities
• Participate in business-funded IT projects such as hardware refresh and security initiatives.
• Provide backup support to the IT Service Desk as needed.
• Contribute to knowledgebase documentation for internal IT processes.
• Maintain productivity and quality goals as defined by the department.
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Qualifications
Required:
• High School Diploma or equivalent.
• 2–4 years of IT support experience.
• Experience with ServiceNow or a similar ticketing system.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Hands-on experience with:
o Windows and macOS deployment and troubleshooting
o Hardware/software installation and support
o Networking, VPN, and security tools
• Ability to lift 20–50 lbs on a regular basis.
Preferred:
• Associate or Bachelor’s degree in IT or related field.
• Industry certifications (CompTIA A+, ITIL v4 Foundations, Apple Certified Support Professional, HDI Desktop Support Technician).

Send resumes to h.ja...@ngtechinc.co