Description

Key Responsibilities

• Provide Level 1 and Level 2 phone, email, and remote desktop support
• Manage user account provisioning, password resets, MFA support, and Active Directory administration
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update approved software and applications
• Log, route, and follow up on incidents using ITSM ticketing tools
• Document solutions and create SOPs and knowledge base articles
• Identify and report suspicious activity or potential security threats
• Maintain focus on data privacy and cybersecurity best practices
• Route escalated issues to 2nd level IT support teams

Required Skills

• Windows 11 and Windows Server (basic knowledge)
• Active Directory / Azure AD
• VMware, Exchange, MECM, SCOM
• ITSM tools: Ivanti, ServiceNow
• Microsoft 365 / MS Office Suite
• VPN and MFA
• Remote desktop support tools
• ITIL framework knowledge
• Strong communication, customer service, and problem-solving skills

Key Skills

Education

Bachelor's degree