Responsibilities:

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, tablets, peripherals, and related equipment.
• Receive, log, categorize, prioritize, and resolve incidents and service requests through the IT Service Management (ITSM) platform.
• Troubleshoot hardware, software, operating system, network connectivity, Microsoft 365, and enterprise application issues.
• Perform account provisioning, password resets, access management activities, and onboarding/offboarding support.
• Serve as a single point of contact for employees requesting technical assistance through phone, email, chat, and remote support tools.
• Escalate complex issues to appropriate support teams and track incidents through resolution.
• Maintain accurate ticket documentation, work notes, and resolution details to support knowledge sharing and reporting.
• Deliver professional, customer-focused support while ensuring timely communication and follow-up with users.
• Assist users with technology adoption, self-service resources, and basic training on approved technologies.
• Support endpoint management, device deployment, configuration, inventory management, equipment refresh programs, and asset lifecycle activities.
• Create and maintain knowledge base articles, documentation, and troubleshooting guides.
• Monitor ticket queues and work to meet established service level agreements (SLAs) and performance objectives.
• Participate in after-hours and on-call support as required.
• Perform other duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or related IT support role.
• Experience supporting Microsoft Windows operating systems, desktop hardware, printers, and common productivity applications.
• Working knowledge of Microsoft 365, Active Directory and/or Entra ID, user account administration, and endpoint support.
• Experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience managing and resolving incidents and service requests through an ITSM platform.
• Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to document troubleshooting steps, resolutions, and procedures accurately.

Preferred Qualifications:

• Experience with Freshservice, ServiceNow, or a similar IT Service Management platform.
• Experience supporting mobile device management (MDM) solutions.
• Knowledge of ITIL principles and service management best practices.
• Experience supporting geographically dispersed or multi-site organizations.
• Experience with endpoint management, device deployment, and asset management processes.
• CompTIA A+, Network+, Microsoft certifications, or related technical certifications.
• Experience creating and maintaining technical documentation and knowledge base articles.
• Experience supporting employee onboarding, offboarding, and access management processes.