Fusion Center Agent

Basic Qualifications:

• Basic understanding of IT systems, including servers, networking, and workstations.

• Ability to perform fundamental troubleshooting across hardware and software environments.

• Familiarity with IT ticketing systems for tracking and resolving support requests.

• Exposure to change management processes within an IT operations framework.

• Awareness of monitoring and alerting tools used to maintain system health.

• Strong customer service skills with the ability to explain technical concepts in simple terms.

• Must demonstrate a professional demeanour and maintain a presentable appearance when interacting with customers.

Preferred qualifications:

• Hands-on experience with common IT support tools and platforms.

• Basic understanding of Active Directory, user account management, and permissions.

• Ability to follow established procedures with precision and attention to detail, particularly in compliance-driven environments.

• SCCM workstation imaging and packaging experience is a plus.

• Willingness to work second or third shift, particularly to support coverage during team absences or vacations.