IT Service Desk Technician

Responsibilities

• Serve as the primary contact for IT incidents, service requests, and technical inquiries.
• Provide remote, phone, email, chat, and desk-side support to end users.
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile devices, and application issues.
• Escalate complex problems to the appropriate IT teams while maintaining ownership and clear communication with customers.
• Deliver strong customer service while adhering to established SLAs.
• Log, categorize, prioritize, and resolve incidents and service requests in 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.
• Configure, deploy, image, and maintain Windows 11 endpoints using Microsoft Intune and Autopilot.
• Install, configure, and troubleshoot desktop software, Microsoft 365 apps, browsers, VPN, and business applications.
• Support printers, scanners, webcams, docking stations, and other peripheral devices.
• Perform workstation moves, adds, changes, and equipment replacements.
• Manage user accounts in Microsoft Entra ID (Azure AD) and Active Directory, including password resets, MFA, and lockouts.
• Assist with onboarding, offboarding, and access provisioning activities.
• Support Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint Online, and related collaboration tools.
• Troubleshoot synchronization, licensing, and authentication issues.
• Receive, inventory, assign, track, and recover IT assets; maintain hardware inventory in ServiceNow Asset Management.
• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
• Assist with inventory audits and asset reconciliation.
• Collaborate with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Requirements

• High School Diploma or GED.
• Two years of experience providing technical support in a Help Desk or Service Desk environment, or an Associate degree in IT, CS, or related field with one year of technical support experience, or a Bachelor's degree in IT, CS, Information Systems, or related field.
• Experience supporting state or local government environments is a plus.
• Strong customer service and communication skills.
• Excellent troubleshooting and analytical abilities.
• Ability to diagnose hardware, software, and network issues.
• Capability to prioritize multiple tasks in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team.
• Knowledge of ITIL service management principles.

Preferred qualifications

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

Technologies

• Microsoft Intune
• Windows Autopilot
• Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online)
• Microsoft Entra ID (Azure AD) and Active Directory
• ServiceNow
• Cisco Webex
• VPN technologies
• Multi factor authentication (MFA)
• Network printers and peripheral hardware
• Hardware Asset Management (HAM) and Basic Software Asset Management (SAM)