Job Description & Details
This is a hands-on W2 contract role based out of New York City where you will serve as the frontline troubleshooter for corporate end-users. You will be dealing with everything from complex hardware failures and printer jams to critical Active Directory permissions and O365 outages, making it a fast-paced gig that requires real patience and deep technical chops.
What You'll Actually Be Doing
Your day-to-day will be a mix of triage, firefighting, and keeping the tickets moving within ServiceNow while maintaining strict SLAs. You will spend a good chunk of your time troubleshooting desktop and laptop issues on both Windows and Mac environments, fixing Microsoft Intune configurations, and walking frustrated employees through remote assistance sessions. Beyond the immediate break-fix work, you'll also coordinate with external vendors to resolve escalated hardware or software service gaps and maintain clean documentation in the knowledge base.
The Core Tech Stack
You absolutely need to know ServiceNow inside and out, as it will be your command center for managing incidents, requests, and problems. Solid, practical experience with Microsoft Office 365 administration, Active Directory user management, and Microsoft Intune is mandatory because half your day will revolve around provisioning, permissions, and endpoint management. On top of that, having an ITIL certification isn't just a nice-to-have; you need to genuinely understand incident and change management workflows to keep their operational metrics green.
Interview Expectations
When you talk to the hiring manager, expect them to test your composure under pressure by asking you to describe a time you handled a critical VIP user who lost access to their machine right before a board meeting. They are secretly looking for your methodology in rapid triage, clear communication, and how you calm the user down while methodically checking network, AD, and hardware layers. They will also likely drill down into your ServiceNow ticket-routing logic to see how you prioritize backlog without breaching strict SLAs.
Application Advice
To get past the automated screen, your resume needs to explicitly feature keywords like ServiceNow, Incident Management, Active Directory, Microsoft Intune, and O365 troubleshooting right near the top. Don't just list your job titles; explicitly mention your experience with SLA compliance, vendor coordination, and supporting corporate end-users in high-pressure environments to show you can hit the ground running from day one.