ITSM Support Engineer

Job Description

Job Description

Position Summary

Acting under the supervision of the Senior Director, Global Corporate Infrastructure, this position directly interfaces with TARGAN's internal customers to provide IT support while maintaining a high level of reliability. The ITSM Support Engineer serves as a primary point of contact for end-user technology support and is responsible for delivering Tier 1 and Tier 2 support while adhering to IT Service Management (ITSM) best practices.

This position will troubleshoot, configure, deploy, and support desktops, laptops, business applications, SaaS platforms, collaboration technologies, networks, and other IT assets. The role is also responsible for the administration and continuous improvement of TARGAN's Freshservice ITSM platform, ensuring effective incident, request, asset, change, and knowledge management processes. In addition, the incumbent will participate in IT projects, process improvement initiatives, and technology deployments as assigned.

Key Job Responsibilities

• End User Support
  • Provide onsite and remote Tier 1 and Tier 2 support for employees across the organization.
  • Troubleshoot and resolve issues related to endpoint devices, business applications, SaaS platforms, Microsoft 365 services, networking, printers, and collaboration technologies.
  • Support onboarding and offboarding activities, including user provisioning, device deployment, and asset tracking.
  • Perform PC imaging, provisioning, lifecycle management, and asset inventory maintenance.
  • Participate in IT projects, software deployments, and infrastructure initiatives as assigned.
  ITSM & Freshservice Administration
  • Serve as the administrator and operational owner of the Freshservice IT Service Management platform.
  • Manage the day-to-day operation of the Freshservice ticketing system, ensuring incidents and service requests are properly categorized, prioritized, assigned, escalated, and resolved within established service levels.
  • Maintain and improve Freshservice workflows, automations, service catalogs, approval processes, reporting dashboards, and knowledge base content.
  • Administer and support Freshservice modules related to Incident Management, Service Request Management, Asset Management, Problem Management, Change Management, and Knowledge Management.
  • Develop and maintain service desk metrics, reports, and dashboards to monitor service performance and identify opportunities for improvement.
  • Collaborate with IT and business stakeholders to continuously improve service delivery processes and user experience.
  ITIL Process Ownership
  • Support and maintain ITIL-based Incident, Request, Problem, Change, Knowledge, and Asset Management processes.
  • Ensure IT support activities follow established governance, documentation, and service management standards.
  • Create and maintain technical documentation, knowledge articles, standard operating procedures, and process documentation.
  • Contribute to continual service improvement initiatives that enhance operational efficiency, service quality, and customer satisfaction.

Key Competencies & Skills

• In-depth knowledge and experience with Microsoft Windows 11 installation, administration, troubleshooting, and support.
• Experience supporting end users in a corporate environment, including executive leadership, while displaying professionalism and sound business acumen.
• Strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and related collaboration services.
• Ability to maintain, analyze, troubleshoot, image, provision, and support desktops, laptops, mobile devices, hardware, and peripherals using Intune.
• Ability to diagnose and resolve issues related to PCs, patches, printers, conferencing and collaboration technologies, networks, SaaS applications, and business systems.
• Respond to technical support requests and provide direct assistance and issue resolution to users while effectively communicating with internal teams and business stakeholders.
• Experience administering or supporting enterprise ticketing and IT Service Management (ITSM) platforms, preferably Freshservice.
• Strong understanding of ITIL principles and ITSM best practices.
• Experience creating and maintaining service catalogs, workflows, automations, knowledge bases, SLAs, and reporting within an ITSM platform.
• Strong analytical, troubleshooting, organizational, and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Education and Experience Requirements

• Degree in Information Technology, Information Systems, Computer Science, or a related field; Bachelor's degree preferred.
• Minimum of 3-5 years of experience in IT support, service desk operations, endpoint management, or ITSM-related roles.
• Demonstrated experience operating within an ITIL-based service management environment.
• Experience supporting enterprise users and managing IT service management processes and tools.
• Required Certification: ITIL Foundation Certification (v3 or current version).
• Preferred Certifications
  • Microsoft Certifications.
  • CompTIA A+/CompTIA Network+.
  • Other relevant cloud, endpoint management, or IT service management certifications.
  • Freshservice Administrator Certification or equivalent experience administering Freshservice.

Working Conditions:

Work is performed inside a flex space building consisting of offices, open desk space, laboratory, machine shop, and a manufacturing floor. Level of noise is usually quiet in the office environment and temperature controlled. Noise levels are elevated in the warehouse space where temperatures can vary depending on the outside elements and weather.

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties and responsibilities or requirements. Employees may be required to perform other job-related duties as requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.