Description

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries. 
• Provide remote, phone, email, chat, and desk-side technical support to end users. 
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues. 
• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers. 
• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs). 

Incident, Request & Problem Management:

• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow. 
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management. 
• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality. 
• Monitor ticket queues and ensure timely follow-up and closure. 

Endpoint & Device Support:

• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot. 
• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications. 
• Support printers, scanners, webcams, docking stations, and other peripheral devices. 
• Perform workstation moves, adds, changes, and equipment replacements. 

Identity & Access Management:

• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory. 
• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts. 
• Assist with onboarding, offboarding, and access provisioning activities. 

Microsoft 365 Support:

• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services. 
• Assist users with collaboration tools and cloud-based productivity applications. 
• Troubleshoot synchronization, licensing, and authentication issues. 

Hardware Asset Management:

• Receive, inventory, assign, track, and recover IT assets. 
• Maintain accurate hardware inventory records within ServiceNow Asset Management. 
• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement. 
• Assist with inventory audits and asset reconciliation. 

Collaboration:

• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues. 
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects. 

Minimum Qualifications:

• High School Diploma or GED. 
• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment. 

OR

• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience. 

Preferred:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field. 
• Experience supporting state or local government environments

Key Skills

Education

Bachelor's degree