Desktop Support Technician

Job Title: L2 Desk Side Support ServiceNow Ticket Management Location: Minneapolis, Minnesota (5 days Onsite) Candidate needs to be very strong in ServiceNow Ticket Management 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 coordination SLA & 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 Required Experience 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