Log tickets accurately and completely in ServiceNow, resolving requests directly or escalating to the appropriate tier 3 teams

- Perform desktop and laptop system setup for onboarding and refresh cycles, and manage data transfer and inventory for offboarding

- Maintain accurate asset records, ensuring Asset Tasks are created timely and with complete information

- Provide support for onsite meeting rooms to ensure seamless audio/video conferencing

- Serve as an escalation point for Service Desk Analysts, helping resolve issues that can't be closed on initial contact

- Guide and mentor Analysts on complex issues, and help lead training courses for the Service Desk team

- Build strong working relationships between the Service Desk and other IT support teams

- Participate in projects and change work under the guidance of the Project Manager/Team, IT Management, and/or a Senior Support Specialist

- Develop and maintain knowledge of support procedures, business processes, and Service Level Agreements