Education & Certifications

• College degree or equivalent combination of education and certifications
  
• Relevant certifications or experience may include:
  
• 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
  

Experience & Skills

• 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
  

Service Delivery & Operations

• 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
  

Customer Service & Communication

• 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
  

Technical Responsibilities

• 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
  

Administrative Tasks & Documentation

• 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
  

Mentoring & Team Support

• 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