Responsibilities:

• Must have significant experience with Active Directory, SCCM, and Exchange.
• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues.
• Log, track, and update support tickets in the help desk system.
• Provide support for Windows/Mac operating systems, Microsoft Office Suite, printers, and other standard IT equipment.
• Escalate unresolved issues to Level 2 or appropriate support teams.
• Follow up with users to ensure issues are resolved and provide status updates.
• Assist with user account administration (password resets, access permissions).
• Maintain knowledge base articles and documentation for common issues.
• Ensure adherence to IT policies, procedures, and security practices.

Requirements:

• Associate’s or Bachelor’s degree in IT or related field preferred.
• Experience in IT support or a customer service-related technical role.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with help desk software (e.g., ServiceNow, Zendesk, or similar) is a plus.
• Strong communication and interpersonal skills.
• Ability to diagnose and resolve basic technical issues.
• Patience and the ability to remain calm in stressful situations.
• Willingness to learn and grow within the IT support field.
• Preferred Qualifications:
  • CompTIA A+, ITIL Foundation, or similar certification.
  • Experience with Active Directory and Office 365 administration.
  • Knowledge of remote support tools (e.g., TeamViewer, Remote Desktop).