Responsibilities:
Incident Management
- Be the first point of contact for IT incidents via our ticketing system, email, and phone
- Perform remote hardware and software troubleshooting using RMM and remote access tools
- Guide users through diagnostic steps to identify root causes
- Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation
- Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings
Request Fulfillment
- Process user requests including access provisioning, equipment, and software installations
- Submit equipment requests for approval per established workflows
- Fulfill standard service requests using predefined procedures and SLA targets
Identity & Access Management
- Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
- Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
- Manage password resets and MFA set up per company security policy
Asset & Configuration Management
- Maintain accurate hardware inventory records in our asset tracking system
- Update digital logs for equipment issuance, returns, and lifecycle status
Knowledge & Security
- Create and maintain documentation for common issues and standard procedures
- Contribute knowledge base articles for end users and internal IT reference
- Triage potential phishing and spam reports, and escalate suspected security incidents immediately
- Educate users on security best practices during support interactions
Continual Improvement
- Identify recurring issues and suggest process improvements
- Provide feedback on gaps in documentation or workflows
Requirements
Requirements Needed:
- 1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)
- Working knowledge of Windows desktop environments and Microsoft 365
- Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS
- Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service
- Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace
- Strong written and verbal communication skills — you can explain technical concepts to non-technical users
Preferred:
- CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
- Familiarity with ITIL v4 foundations or other service management frameworks
- Basic scripting (PowerShell) for routine task automation