Description
The IT Support team serves as the first point of contact for internal users who need technical assistance. Support is provided through a mix of in-person interaction, phone, chat, email, user portals, and remote screen-sharing tools.
This role focuses on supporting and improving the end-user hardware and software environment. The team partners with multiple business functions to maintain and enhance the technology systems that enable day-to-day operations across office and operational settings. Responsibilities include supporting Microsoft 365, operating systems, and standard software tools, as well as managing the full lifecycle of end-user IT assets such as laptops, desktops, and peripherals.
Day-to-Day Responsibilities
Serve as a primary support resource for hardware, application, and data-related issues across multiple locations
Respond to incoming requests via phone, chat, email, alerts, or in person, and accurately triage, diagnose, resolve, or escalate issues within defined SLA guidelines
Log and update tickets with detailed notes on issues, root causes, status, and resolution using an ITSM platform
Coordinate with vendors or internal teams to resolve escalated issues and ensure a positive end-user experience
Assist senior team members with minor system configurations or enhancements requested by the business
Support IT projects including software upgrades, hardware refreshes, new deployments, and audio/visual support
Create and maintain technical documentation such as procedures, how-to guides, training materials, and FAQs for end users
Collaborate effectively within a team environment while maintaining a strong customer service mindset
Requirements
At least 1 year of experience in a technical support or help desk role
Comfortable learning and adapting to new technologies quickly
Working knowledge of Microsoft 365 and standard productivity software
Familiarity with Microsoft admin portals such as Exchange, Microsoft 365, and Azure
Experience supporting desktop and laptop operating systems
Experience with endpoint management tools such as Intune, Autopilot, or similar platforms
Exposure to SCCM or other device management solutions
Understanding of Active Directory, including users, groups, group policy, and basic administration
Familiarity with basic ITIL concepts, change management, or project coordination
Technology Doesn't Change the World, People Do.
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: rhalfint
- Position Id: 02310-0013414983
- Posted 6 hours ago
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