IT Service Desk Technician

Overview

The IT Service Desk Technician I delivers responsive, customer-focused technical support and reliable execution of routine Technology Operations services. The role is the primary point of contact for incidents and requests involving users, endpoints, Microsoft 365, identity and access, enterprise applications, mobile devices, printers, and remote connectivity. This position follows established standards, documents work completely, resolves issues at the lowest appropriate support tier, and escalates with clear evidence when additional expertise is required.

• Service Desk and End-User Support
• Review, prioritize, own, and update incidents and requests in the designated ITSM platform in accordance with service levels and operating procedures.
• Troubleshoot Windows endpoints, laptops, desktops, mobile devices, printers, peripherals, conferencing tools, common software, and basic VPN or connectivity issues.
• Support Microsoft 365 services including Outlook, Teams, One Drive, SharePoint, and standard productivity applications.
• Provide floor and remote support, communicate progress to users, validate restoration of service, and document final resolution steps.
• Perform initial triage for business applications and route only after completing defined troubleshooting and capturing useful diagnostic information.
• User Lifecycle, Identity, and Access
• Execute approved onboarding and offboarding tasks, including account setup or disablement, license assignment, mailbox handling, group membership, application access, and equipment coordination.
• Support MFA enrollment and resets, guest invitations, international travel or geo-exception workflows, and routine access requests using approved procedures.
• Endpoint, Mobile, and Asset Operations
• Configure and deploy devices, enroll endpoints in Intune or other management platforms, install approved software, and perform basic compliance remediation.
• Support mobile device enrollment, application deployment, replacements, recovery, and lifecycle activities.
• Maintain hardware and software inventory records and assist with procurement, assignment, transfer, audit, refresh, and retirement activities.
• Application and Platform Administration
• Perform routine user administration, licensing, access, and first-line troubleshooting for supported platforms such as Adobe, Autodesk, Solid Works, Lucidchart, Jira, Confluence, Git Hub, UniPoint, and similar business applications.
• Assist with Teams and SharePoint access requests, shared mailboxes, distribution lists, and other standard Microsoft 365 administration within assigned permissions.
• Operational Discipline and Improvement
• Monitor assigned queues, service advisories, endpoint or RMM alerts, and recurring operational checks; escalating risks according to defined procedures.
• Create and improve knowledge articles, standard work instructions, and user-facing guidance.
• Identify repetitive work, recurring incidents, and opportunities to improve self-service, automation, or shift-left support.
• Participate in projects, testing, deployments, and after-hours support as assigned.

• Technical Skills
• Foundational troubleshooting of Windows, Macs, Microsoft 365, endpoints, mobile devices, printers, and remote access.
• Working knowledge of Entra  / Active Directory, MFA, group membership, permissions, and basic identity concepts.
• Experience with ITSM ticket management and disciplined documentation of incidents, requests, and resolutions.
• Basic exposure to Intune, endpoint management, RMM tools, asset management, and enterprise application support.
• Basic scripting or automation knowledge, is beneficial.

• Minimum 2 Year / Associate Degree
  • Associate or bachelor’s degree in information technology, Computer…