L2 Desk-Side IT Support | ServiceNow Expert (Onsite)

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

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.