Mid-Level Tier II ServiceNow Helpdesk Technician - Remote

Overview

This position involves providing ServiceNow incident management and problem resolution coverage to maximize system availability and minimize response time to users. The technician will support high-priority requirements and respond to tickets escalated from Tier I support.

In Short

• Remote position as a Mid-Level Tier II ServiceNow Helpdesk Technician.
• Provide incident management and problem resolution support.
• Respond to priority level tickets during core business hours.
• Maintain an Incident Work Log using a ticket management system.
• Manage customer accounts and maintain configuration files.
• Provide application support to resolve user issues.
• Create Standard Operating Procedures and FAQs for common issues.
• Establish and maintain a Master Server List.
• Back-up and recover customer and application-related files.
• Communicate effectively with customers and senior staff.

Requirements

• 3+ years of experience with ServiceNow platforms.
• Strong communication skills for customer interaction.
• Eligibility for CompTIA Security+ certification.
• BS in Management Information Systems or related field.
• ServiceNow Certified System Administrator is a plus.
• Ability to work during specified hours, Monday to Friday.
• Experience in incident management and technical support.
• Ability to create documentation and reports.
• Experience with ticket management systems.
• Ability to respond quickly to high-priority tickets.

Benefits

• Extremely competitive salary.
• 95% employer-paid medical, dental, and vision coverage.
• 100% employer-paid life, STD, and LTD disability coverage.
• 401k with company match and profit sharing.
• Flexible Spending Account (FSA) for dependent and health care.
• 11 standard holidays and 3 weeks of annual leave.