IT Service Desk Technician

Provide front-line IT support for office and remote employees Troubleshoot desktops, laptops, printers, and mobile devices Support Windows and Mac environments Manage and resolve tickets within Zoho Service Desk Configure user accounts in Active Directory and Azure Image and deploy laptops/desktops Install, configure, and troubleshoot software Support Microsoft 365 and Google Workspace users Troubleshoot LAN/WAN connectivity issues Escalate advanced issues to Tier 2/3 teams Maintain IT asset inventory and documentation Follow up with users to ensure issue resolution Support compliance and endpoint management projects Generate support metrics and status reports Participate in occasional after-hours support activities

3+ years of Service Desk, Help Desk, or Desktop Support experience Level 2-3 support experience, Strong troubleshooting and problem-solving skills Experience resolving hardware, software, networking, and endpoint issues Active Directory user/account administration , Azure AD / Entra ID experience Microsoft 365 administration, Microsoft Office Suite support Enterprise Windows PC and MAC OS experience Laptop imaging and deployment Endpoint management experience Hardware break/fix experience Experience managing tickets within one of these: Zoho Service Desk, ManageEngine, Zendesk, ServiceNow, or Other ITSM platforms Experience with: SLAs Ticket prioritization Documentation Incident management Mobile Device Management (MDM), Apple Business Manager (ABM/ABMF preferred) Strong white glove customer service experience Printer support and troubleshooting, Mapping printers to PCs CompTIA AAzure Administrator / Azure AD Certification ITIL Foundations Additional Experience Microsoft 365 migration projects AP ENPS experience (news/media environment) Media, broadcasting, or newsroom support experience