System Engineer, IT Helpdesk & ServiceNow
Overview
You will own end-user technical support across the organization, diagnosing and resolving software and network issues at scale. Your primary tool is ServiceNow, where you will log, triage, and drive incident resolution with root-cause analysis. You will collaborate with internal teams to ensure minimal downtime and maintain service levels. This contract role in San Diego demands hands-on problem-solving and a user-first mindset.
What You'll Do8
- 1Diagnose software and network issues reported by end users, resolving most within the first 90 days.
- 2Log, triage, and manage incidents in ServiceNow, ensuring accurate documentation and timely updates.
- 3Resolve incidents within established SLAs, prioritizing by impact and urgency.
- 4Coordinate with network and server teams to escalate and track unresolved issues.
- 5Build and maintain knowledge base articles in ServiceNow to reduce repeat tickets.
- 6Provide hands-on support for Windows and macOS environments, including hardware and software configurations.
- 7Deploy and maintain antivirus and patch management tools to secure endpoints.
- 8Create and run reports in ServiceNow to identify recurring issues and propose preventive measures.
Requirements8
- 13+ years in IT helpdesk or system administration roles.
- 2Experience using ServiceNow to log and manage incidents.
- 3Strong knowledge of Windows and macOS operating systems.
- 4Familiarity with Active Directory and Azure AD for user account management.
- 5Networking fundamentals: DNS, DHCP, TCP/IP, and basic troubleshooting.
- 6Experience with remote support tools and ticketing systems.
- 7Excellent verbal and written communication with end users at all levels.
- 8Ability to lift up to 20 pounds for equipment setup and hardware installation.
Salary Insight
Salary not disclosed in listing
Location
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