Information Technology Help Desk

Our client is seeking an IT Help Desk associate to provide technical assistance and customer support across phone, chat, and email channels. The ideal candidate will have strong troubleshooting and problem-solving skills, experience supporting a variety of operating systems, applications, account management platforms, networking technologies, and IT service management systems., * Diagnose and troubleshoot hardware, software, operating system, application, account, and connectivity issues.

• Troubleshoot Windows, macOS, and Linux environments.
• Troubleshoot TCP/IP networking, VPN, and network connectivity issues.
• Support Active Directory, Azure, and LDAP-related account and access issues.
• Provide support for second-factor authentication and MFA issues.
• Support Gmail and Microsoft 365 email platforms.
• Utilize ServiceNow or other ITSM platforms to document, track, and manage support requests.

• Minimum 2 years of technical support and customer service experience providing support over the phone, chat, and email.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to learn new technologies quickly and adapt to changing technical needs.
• Excellent communication, organization, and customer service skills.
• Experience with ServiceNow or another ITSM platform.
• Working knowledge of Windows, macOS, Linux, and TCP/IP networking.
• Experience with Active Directory, Azure, or LDAP.
• Experience working in a higher-education environment.
• Experience supporting and troubleshooting second-factor authentication (MFA).
• Experience with Gmail and Microsoft 365 email platforms.
• Experience troubleshooting VPNs and network connectivity issues.

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