Service Desk Technician

• Provide first-level technical support to end users across multiple channels including phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, and network-related issues while ensuring timely resolution and adherence to service levels.
• Support enterprise IT environments including Windows systems, Microsoft 365, and identity management tools.

Requirements/Must Have:

• 1 5 years of experience in a Service Desk or IT Support role.
• Strong knowledge of Windows 10/11 and Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Experience providing phone-based technical support.
• Hands-on experience with Azure Active Directory, Intune/MDM, MFA, and VPN support.
• Experience with ticketing tools such as ServiceNow or Jira.
• Strong troubleshooting skills for desktop, laptop, and printer issues.
• Excellent communication and customer service skills.
• Ability to work in a structured, SLA-driven environment.
• Willingness to work in a 24/7 operational environment.

Responsibilities:

• Provide technical support via phone, email, chat, and ticketing tools.
• Troubleshoot Windows issues including login, performance, configuration, and peripheral support.
• Manage user accounts in Azure Active Directory including password resets and access updates.
• Support Microsoft 365 applications and resolve user issues.
• Assist with MFA setup and troubleshooting authentication issues.
• Provide VPN support including connectivity and login troubleshooting.
• Manage devices through MDM/Intune including enrollment and compliance.
• Log, prioritize, and resolve incidents, escalating when necessary.
• Maintain accurate documentation and update tickets with detailed notes.
• Follow standard operating procedures and security policies.
• Contribute to knowledge base and process improvements.

Skills:

• Strong technical troubleshooting and problem-solving abilities.
• Customer-focused approach with excellent interpersonal skills.
• Ability to manage multiple tasks and priorities.
• Proactive mindset with a willingness to learn and grow.

Qualification And Education:

• Bachelor s degree or diploma in a related field preferred.