IT Support Technician

· Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction.

· Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)

· Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices

· Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center

· Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests

· Manage the full associate lifecycle - onboarding, offboarding, and access changes - in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log

· Apply fast, accurate diagnosis - escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end

· users informed throughout and document resolution notes and SOPs in the IT knowledge base

· 5 years of IT helpdesk or desktop support experience

· Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune

· Familiarity with Microsoft Intune, Windows Autopilot, and Jamf

· Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center

· Experience with Jira Service Management or equivalent ITSM platform

· Strong communication skills and a customer-first approach

· Must be eligible to work in the United States without sponsorship

Preferred

· CompTIA A+ or equivalent certification

· ITIL 4 Foundation certification

· Experience supporting a distributed or remote workforce

· Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)