Information Technology Help Desk Technician

Position Overview

We are seeking a Senior IT Service Desk Technician to support corporate operations by delivering high-quality technical support and timely issue resolution. This role is focused on providing an excellent end-user experience while leveraging modern tools, including AI, to enhance troubleshooting, communication, and documentation.

The ideal candidate is experienced in service desk environments and is actively using AI tools to improve efficiency. This individual will also have the opportunity to grow into supporting AI-enabled self-service capabilities using platforms like Microsoft Copilot Studio.

Key Responsibilities

• Manage incoming support requests via phone and ITSM tools; triage, prioritize, and resolve Tier 1 and Tier 2 issues
• Document all work thoroughly, including troubleshooting steps, testing, and outcomes, ensuring adherence to internal standards
• Maintain SLA compliance by actively managing and updating tickets, while clearly communicating status and next steps to users
• Escalate complex issues to appropriate teams with detailed documentation and context
• Support core technologies including Windows, Microsoft 365, Entra ID (Azure AD), Teams, VPN, and mobile devices
• Assist with user access, account management, onboarding/offboarding, and endpoint support
• Develop and maintain knowledge articles, standard procedures, and self-service documentation
• Contribute to AI-enabled self-service improvements by updating knowledge sources, refining prompts, and reviewing usage analytics
• Identify recurring issues and recommend improvements through automation, documentation, and AI-driven solutions
• Participate in project work and continuous improvement initiatives
• Track service desk trends, including recurring issues and knowledge gaps, and recommend enhancements

Required Qualifications

• 1–2 years of experience in IT service desk or desktop support, or equivalent education/certifications
• Strong customer service mindset with excellent written and verbal communication skills
• Foundational knowledge of Microsoft 365 and Windows operating systems
• Basic understanding of networking concepts, protocols, and devices
• Familiarity with identity and access management, including Active Directory or Entra ID
• Experience troubleshooting hardware, software, and mobile devices
• Ability to document technical work clearly for both technical and non-technical audiences
• Hands-on use of AI tools (e.g., Microsoft Copilot, ChatGPT) to improve support efficiency and documentation

Preferred Qualifications

• Exposure to Microsoft Copilot Studio or similar AI platforms
• Experience with Power Platform, including Power Automate
• Understanding of ITIL concepts (incident, problem, and change management)
• Awareness of security and privacy considerations related to AI (data classification, least privilege, etc.)
• Relevant certifications such as ITIL Foundation, CompTIA A , Network , Microsoft 365 Fundamentals, or Power Platform Fundamentals

What You’ll Bring

• Strong attention to detail and organization
• Ability to manage multiple priorities in a fast-paced environment
• A proactive, solutions-focused mindset
• Interest in leveraging AI and automation to improve support operations