Service Desk Technician

Responsibilities

• Provide continuous support and administration of the Microsoft Office 365 environment.

• Assist with the administration of Identity and Access Management (Okta).

• Support day-to-day IT operations, including monitoring and resolving incidents, problems, user requests, and break/fix issues.

• Perform IT hardware setup and configuration for new employees.

• Assist with lifecycle management of IT assets, including PCs and peripheral equipment.

• Serve as an additional point of contact for both onsite and remote employees through helpdesk and service desk support.

• Support the enterprise ITSM platform, including asset management, onboarding and offboarding of IT equipment, CMDB maintenance, IT process management, and deskside support.

• Actively develop, document, and maintain an IT knowledge base.

• Perform additional duties as assigned.

Shifts Available

• Monday – Friday:

  • 6:45 AM – 3:45 PM

  • 11:00 AM – 8:00 PM

Requirements

• 2–3 years of hands-on experience supporting Microsoft Office 365, Azure Active Directory, SharePoint, OneDrive, Exchange, Slack, and Microsoft Teams.

• Experience working with ServiceNow or a comparable ITSM platform.

• Experience supporting softphone systems such as RingCentral.

• Hands-on experience with Okta, Active Directory, Group Policy, and other directory services.

• Working knowledge of VoIP, TCP/IP, DNS, DHCP, and VPNs, as well as LAN environments, firewalls, routers, and printers.

• Ability to create, update, and maintain user guides, FAQs, and technical documentation.

• Flexibility to participate in an on-call rotation and support after-hours or weekend initiatives as needed.

• Strong problem-solving abilities with excellent critical-thinking skills.

• Outstanding customer service, interpersonal, written, and verbal communication skills.

• Ability to quickly diagnose, troubleshoot, and resolve technical issues.

• Willingness and ability to learn and implement new technologies.