Senior Administrator - Desk Side Services, AMT Asset Management Software
Washington, United States
Verified applicants only — secured by Polyguard
Job Summary
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
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
Skill Requirements
Strong troubleshooting and problem-solving ability
Ability to manage multiple tickets in a high-volume queue
Strong prioritization and time management skills
Ability to work independently and collaboratively
Other Requirements
Experience in enterprise deskside or IT support environment
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
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