Key Responsibilities

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

Key Working Relationships

Reports to: Team Leads

Internal Contacts

• Service Desk team members, System Engineers, Desktop Engineers, Network Engineers, Knowledge Base Manager

External Contacts

• Technology vendors and service providers, including hardware, software, and managed service partners

Job Requirements

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