IT Service Desk Technician

About the role

The IT Service Desk Technician provides first- and second-level technical support, serving as the primary point of contact for resolving hardware, software, network, and application issues. Operating in a hybrid IT environment, this role delivers end-to-end technical support for endpoint devices, Microsoft 365 services, identity management, and hardware asset lifecycle processes to ensure timely incident resolution and strong customer service.

Responsibilities

• Provide primary Tier 1 and Tier 2 technical support via phone, email, chat, remote tools, and desk-side assistance.
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow, adhering to ITIL best practices.
• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Windows Autopilot.
• Install and troubleshoot desktop applications, Microsoft 365 tools, web browsers, VPN connections, and peripherals (printers, scanners, webcams, docking stations).
• Manage user accounts, password resets, Multi-Factor Authentication (MFA), and access provisioning within Active Directory and Microsoft Entra ID (Azure AD).
• Support core Microsoft 365 productivity tools, including Outlook, Teams, OneDrive, and SharePoint Online.
• Execute hardware asset management tasks, including receiving, tracking inventory, deployment, replacement, and retirement within ServiceNow Asset Management.
• Collaborate with infrastructure, cybersecurity, applications, and vendor teams to resolve complex issues and assist with IT rollouts and hardware refreshes.

Requirements

• Demonstrated hands-on experience troubleshooting hardware, software, network connectivity, and desktop applications.
• Experience utilizing ticket management systems (e.g., ServiceNow) and following ITIL service management principles.
• Strong troubleshooting, organizational, and technical documentation skills.
• Excellent customer service and communication skills, with the ability to convey technical concepts to non-technical users.

Preferred Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Prior experience providing IT support within state or local government environments.
• Hands-on familiarity with Microsoft Windows 11, Microsoft 365 suite, Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, and Windows Autopilot.
• Exposure to Cisco Webex, VPN technologies, Multi-Factor Authentication (MFA), Hardware Asset Management (HAM), and basic Software Asset Management (SAM).