Responsibilities
- Maintain accurate and timely documentation for incidents, resolutions, procedures, and asset records on ServiceNow
- Escalate complex or unresolved issues to senior specialists or third-line teams with clear technical context.
- Monitor service queues, follow up on aging tickets, and ensure timely, professional communication with users
- Support onboarding and offboarding activities, including account updates, access provisioning, and equipment coordination as per the SOPs
- Contribute to service improvements by identifying recurring issues, process gaps, and opportunities for automation.
- Participate in continuous improvement initiatives and IT projects as assigned.
- AV Support
- Serve as a primary point of contact (Tier1 and Tier 1.5) for end users, providing clear, timely, and professional updates on incidents and service requests.
- Communicate technical concepts and IT policies in a clear, service-oriented manner to non-technical users
- Set realistic expectations regarding resolution timelines and next steps
- Collaborate effectively with senior specialists, infrastructure teams, and vendors during escalations and issue resolution.
- Ensure ticket documentation clearly reflects issues, troubleshooting steps, and final resolutions
- Provide Tier 1 and Tier 1.5 support via phone, remote, and on-site assistance
- Diagnose and resolve routine hardware, software, and connectivity issues using established processes
- Administer, configure, support, and troubleshoot end-user devices
- Install, configure, maintain, and support end-user infrastructure and applications
- Support Windows and macOS workstations, mobile devices, printers, LAN, AV, video conferencing, and telephony systems
- Troubleshoot Microsoft 365 applications and other business software
- Support VPN connectivity, network printers, email configuration, and authentication issues
- Manage user accounts, groups, and permissions in Active Directory, Azure AD, and Microsoft 365
- Perform workstation imaging, deployment, and configuration
- Provide basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
- Support MFA, SSO-based authentication, password recovery, and secure remote access
- Assist with Security related incidents
- Create, update, validate, and publish technical and business-facing knowledge base articles
- Ensure all tickets include detailed and accurate work notes
- Analyze incident and service request trends to support proactive problem resolution and SLA compliance
- Manage IT inventory, licenses, and support records
- Track incidents from initial report through resolution
- Support queue management, prioritization, and scheduling in alignment with Service Desk leadership
- Mentor and support junior team members and interns, contributing to technical development
- Provide feedback and coaching to support performance improvement
- Participate in performance reviews and identify trends that may require formal problem management
Requirements
- College degree or equivalent combination of education and certifications
- Minimum of 1- 3 years experience in a help desk or desktop support role
- Strong hands-on troubleshooting and diagnostic skills
- Solid understanding of desktop operating systems and enterprise applications
- Working knowledge of Active Directory, Azure AD, Microsoft 365, and endpoint management tools
- Ability to analyze logs, perform root-cause analysis, and apply documented solutions
- Strong organizational skills with the ability to prioritize and multitask
- Excellent customer service and interpersonal skills, including support for executive or VIP users
- Strong written and verbal communication skills
- Proven documentation and knowledge-sharing abilities
- Ability to work effectively both independently and collaboratively
Nice to Have
- CompTIA A+, Network+ certification
- Active Directory / AD management tools
- Microsoft 365, Azure AD
- Endpoint management tools (Intune, SCCM)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- ITIL or IT service management practices certification
- MFA and identity management
Work Arrangement
Hybrid
Additional Information
- Flexibility to work shifts, including weekends.
