Service Desk

Required Skills & Experience

Skilled at troubleshooting Windows OS, Microsoft 365, MAC OS and remote access issues. Proficient in performing account and access management tasks in Microsoft Active Directory, Entra ID and Google Suites with minimal supervision. Strong problem-solving abilities with capacity to resolve most technical issues independently. Excellent communication skills with accurate documentation practices. Understanding of escalation thresholds and service workflows.

Nice to Have Skills & Experience

3–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications. Intermediate certifications: CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator. Actively pursuing further certifications or cross-training.

EXTRA:

· Operating System installation for Windows Desktop systems

· Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure

· Tracking and troubleshooting email related issues, including spam filtering

· Provide first level contact and problem resolution to hardware, software, and applications issues for customers.

· Resolve user-reported technical issues using available resources while following documented procedures and policies.

· Explain computer and software operations to technical and non-technical users.

· Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems).

· Work with third party IT vendors, providing management and oversight

Job Description

Delivers advanced client support by resolving complex technical issues, maintaining clear communication and documentation, and contributing to process and service improvements. This role bridges front-line support and escalation while ensuring a professional client experience.

Shift times:

M-F 9-6 EST (1 open) F-M 8-6:30 EST(2 open)

Key Responsibilities:

Resolve technical issues related to hardware, software, and connectivity in varied environments. Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments. Act as a point of escalation for Technicians, providing guidance on complex cases and best practices. Collaborate with peers to analyze recurring issues and recommend process improvements. Maintain high-quality documentation of solutions and procedures. Provide expertise to enhance workflows and improve client satisfaction.