About this role
The Technical Support Technician provides frontline help desk support for hardware, software, and networking systems. The role includes troubleshooting, managing end-user devices, maintaining Windows Server and Active Directory, and documenting support work in ticketing systems.
Key Responsibilities
- Deliver technical support via ServiceNow, Jira, or BMC Remedy
- Troubleshoot software issues across Windows, macOS, and Linux
- Manage hardware, peripherals, and mobile devices
- Support deployment and configuration using SCCM and GPO
- Assist with network administration (LAN/WAN, DNS, TCP/IP, VPN, firewalls, Cisco Meraki) and maintain Windows Server/Active Directory
Technical Overview
You will support end users via ServiceNow, Jira, or BMC Remedy and troubleshoot issues across Windows, macOS, and Linux. The scope includes SCCM and Group Policy Objects (GPOs) for software deployment and configuration, plus network administration tasks spanning LAN/WAN, DNS, TCP/IP, VPN, firewall management, and Cisco Meraki devices.
Ideal Candidate
The ideal candidate is an IT support professional with hands-on help desk experience using ticketing platforms such as ServiceNow or Jira. They can troubleshoot across Windows, macOS, and Linux, support user environments with Active Directory and Windows Server, and assist with networking tasks including DNS, TCP/IP, VPN, firewalls, and Cisco Meraki devices.
Must-Have Skills
Technical support to end-users via help desk platformsTroubleshoot and resolve software issues across WindowsmacOSand LinuxManage computer hardware componentsperipheralsand mobile devicesSupport software deploymentupdatesand configuration using SCCM and GPOAssist with network administration activities including LAN/WAN setupDNS configurationTCP/IP troubleshootingVPN accessfirewall managementand Cisco Meraki devicesMaintain and monitor IT infrastructure components including Windows Server environments and Active DirectoryDocument support activities in ticketing systemsAnalyze complex issues quickly and develop effective solutions under pressure
Nice-to-Have Skills
CompTIA A+CompTIA Network+Microsoft Certified Solutions Expert (MCSE)Cisco CCNAKnowledge of mobile device management (MDM) solutions
Tools & Platforms
ServiceNowJiraBMC RemedySCCMSystem Center Configuration Manager (SCCM)GPOGroup Policy Objects (GPOs)Cisco MerakiActive DirectoryWindows ServerWindowsmacOSLinux
Required Skills
Technical supporthelp desk supportServiceNowJiraBMC RemedytroubleshootingWindowsmacOSLinuxSCCMGPOActive DirectoryWindows ServerLAN/WANDNSTCP/IPVPNfirewall managementCisco Merakinetwork administrationmobile device management (MDM)root cause analysisticket documentation
Hard Skills
Technical supportHelp desk ticketingServiceNowJiraBMC RemedyTroubleshooting software issuesWindowsmacOSLinuxComputer hardwarePeripheralsMobile devicesSoftware deploymentUpdatesConfiguration managementSCCMSystem Center Configuration Manager (SCCM)GPOGroup Policy Objects (GPOs)LAN/WANDNS configurationTCP/IP troubleshootingVPN accessFirewall managementCisco Meraki devicesWindows ServerActive DirectoryUser account managementNetwork security measuresFirewall rulesVPN configurationsRoot cause analysisTicket documentation
Soft Skills
Customer serviceCommunicationExplaining technical concepts to non-technical usersProactive problem solvingTeam collaborationAbility to work under pressureThorough documentation
Certifications
Preferred
CompTIA A+CompTIA Network+Microsoft Certified Solutions Expert (MCSE)Cisco CCNA
Keywords for Your Resume
Technical Support TechnicianIT supporthelp deskServiceNowJiraBMC RemedyWindowsmacOSLinuxSCCMSystem Center Configuration Manager (SCCM)GPOGroup Policy Objects (GPOs)Active DirectoryWindows ServerLAN/WANDNSTCP/IPVPNfirewallCisco Merakinetwork administrationticketing systemsroot cause analysismobile device management (MDM)CompTIA A+CompTIA Network+Microsoft Certified Solutions Expert (MCSE)Cisco CCNATroubleshooting
Deal Breakers
Must be able to troubleshoot software issues across Windows, macOS, and Linux, Must have experience using help desk ticketing systems like ServiceNow or Jira
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