Serve as a representative of the IT Department by providing exceptional customer service and ensuring the timely resolution of support requests.
Provide Level I and Level II technical support in a fast-paced, dynamic environment.
Serve as the primary point of contact for end users, supporting hardware, software, networking, and account-related issues throughout the entire support lifecycle.
Troubleshoot and resolve end-user issues efficiently, professionally, and courteously to maximize productivity for both onsite and remote employees.
Create and manage user and computer accounts in Active Directory.
Perform routine and non-routine Active Directory changes following established approval processes.
Support and manage Windows, macOS, Linux, iOS, and Android devices using Mobile Device Management (MDM) solutions.
Escalate complex or high-priority incidents to the appropriate support teams and collaborate with escalation teams to drive issues to resolution.
Perform additional troubleshooting as requested by escalation teams and provide users with timely status updates.
Accurately document, track, and verify the resolution of all incidents and service requests within the ticketing system.
Follow all IT policies, procedures, and standard operating procedures (SOPs) when documenting and resolving support requests.
Adhere to all corporate security policies and applicable ISO standards.
Configure, deploy, and maintain end-user hardware, including laptops, desktops, peripherals, and workspace setups for onsite employees.
Fulfill hardware deployment, replacement, and refresh requests in a timely manner.
Continuously learn and adopt new technologies, systems, and IT processes.
Perform additional duties and participate in projects as assigned by management.
What You'll Bring
Required Skills
Excellent customer service, communication, and interpersonal skills.
Strong documentation skills with exceptional attention to detail.
Strong verbal and written English communication skills for in-person, phone, and email support.
Ability to thrive in a fast-paced, customer-focused environment.
Ability to work independently with minimal supervision.
Strong organizational, time management, and problem-solving skills.
Self-motivated with a proactive approach to learning new technologies and processes.
Technical Skills
Mandatory 3Y Experience supporting Windows 11, macOS, iOS, Android, and Linux operating systems.
Mandatory 3Y Experience administering Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft Exchange Online, and Active Directory.
Mandatory 3Y Experience with Microsoft 365 applications and services.
Solid understanding of networking fundamentals, including DNS, DHCP, firewalls, and switching.
Basic PowerShell and Bash scripting experience.
Experience supporting endpoint management and MDM solutions.
Experience performing hardware deployments, lifecycle management, and refresh initiatives.
Experience & Qualifications
Minimum of 3 years of experience in an IT Help Desk or Desktop Support role, primarily supporting Windows environments using Active Directory.
Experience supporting a multi-site organization with 500+ users is preferred.
Experience administering Windows Server environments is a plus.
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent are a plus.
Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field from an accredited college or university.
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