What are the responsibilities and job description for the Service Desk Specialist position at Yochana?
Job Position : Service Desk L1
Location : Morrisville NC (onsite)
Job Description
- Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
- Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
- Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
- Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.
- Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
- Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
- Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
- Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
- Maintain clear and professional communication with end users and update tickets with accurate notes.
- Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
- Knowledge in identifying desktop, laptop, and printer issues.
Eligibility, Knowledge, Skills & Experience
- 1–5 years in a Service Desk or in an IT Support role.
- Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.
- Phone support experience is mandatory.
- Experience in Technical helpdesk or technical call center support is required.
- Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
- Familiarity with ticketing tools like ServiceNow or Jira Service Management.
- Excellent communication, customer service capability, and problem-solving skills.
- Ability to follow processes and work in a structured SLA-driven environment.
- A proactive mindset with the ability to make a meaningful impact.
- Customer focused with the eagerness to learn and grow continuously.
- A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.