Service Desk Technician

SERVICE DESK TECHNICIAN (REMOTE – EST HOURS) We’re looking for a Service Desk Technician to join a fast-paced, enterprise IT environment supporting a large and growing user base. This is a fully remote role (EST hours) where you’ll be the first line of support for end users, helping resolve technical issues, manage user accounts, and keep day-to-day operations running smoothly. This role is ideal for someone who enjoys problem-solving, thrives in a high-volume support setting, and wants exposure to a wide range of technologies across a modern Microsoft-based environment. What You’ll Bring 3+ years of experience in a Service Desk or Help Desk (Tier 1) role Hands-on experience with Active Directory and/or Azure (user creation, permissions, offboarding) Strong experience supporting Microsoft 365 (O365) in an enterprise environment (500+ users) Proven ability to troubleshoot Microsoft Office applications and end-user issues Experience setting up new PCs and migrating user data Comfortable providing support over the phone and working directly with end users Strong documentation skills (ticket updates, knowledge base contributions) Experience working in a ticketing system (ServiceNow or similar preferred) Ability to manage multiple priorities and work independently in a remote setting Bonus Experience Experience with ServiceNow, Ninja RMM, or similar tools Exposure to Azure-based environments and cloud infrastructure Experience issuing licenses and managing identities in O365 Background supporting a wide variety of applications (not siloed) Experience contributing to IT projects or process improvements Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft/O365 certs) What You’ll Do Provide Level 1 remote IT support via phone and email for a large user base (1,700+ users) Troubleshoot hardware, software, and access-related issues across a Microsoft environment Handle onboarding and offboarding of user accounts in Active Directory/Azure Manage O365 tasks including license assignment, identity creation, and app support Perform initial triage of incoming tickets and escalate when appropriate Set up new user workstations and assist with data migration Document issues, resolutions, and processes clearly within the ticketing system Collaborate with internal teams and external vendors to resolve issues Support a variety of applications and systems in a dynamic, non-siloed environment Additional Details Fully remote (must be able to work 9:00 AM – 6:00 PM EST) Long-term contract opportunity with consistent hours High-impact role supporting a large, enterprise-level environment TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 76689