Desktop Support Technician

Sira Consulting, an Inc 5000 company; Minneapolis (MN); On-site; USD 60,000 - 85,000; Full time

Job summary

Sira Consulting, an Inc 5000 company, is seeking an L2 Desk Side Support Technician in Minneapolis to deliver onsite IT support in a ServiceNow-driven environment, focusing on incident resolution and end-user experience.

You will handle Windows and Mac devices, Microsoft 365, Intune, Azure, and Entra, log and resolve tickets, maintain SLAs, and collaborate with service teams to improve processes and knowledge documentation.

Qualifications

• Hands-on experience with ServiceNow or similar ITSM tools.
• Proficient in Windows OS and Mac OS devices and enterprise apps.
• Experience in SLA-driven support environments.
• Strong customer focus and excellent communication skills.
• Onsite desk-side and remote end-user support experience.

Responsibilities

• Manage and resolve incidents and service requests in ServiceNow
• Log, categorize, and update tickets throughout their lifecycle
• Prioritize tickets by impact and urgency to meet SLAs
• Provide on-site and remote end-user support for devices and apps
• Coordinate with teams and vendors for issue resolution
• Document troubleshooting steps and contribute to knowledge base

Skills

Hands-on experience with ServiceNow or

Strong communication skills

Customer-focused

Tools

ServiceNow ITSM

Job description

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
• Support 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:
• Resolution timelines (MTTR targets)
• Maintain high ticket quality and documentation standards
• Support reporting accuracy by ensuring tickets are properly updated and closed
• 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

• 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