Desktop Support Associate

• Provide end to end workstation and application support in compliance driven environments
• Deliver professional, time sensitive support as part of a structured call queue
• Own ticket resolution, documentation, and escalation in the team queue
• Identify recurring issues and proactively resolve them to reduce risk and disruption

• 4+ years of proven Help Desk or End User Support experience, with demonstrated awareness of working within regulated or compliance driven environments.
• Exceptional customer service and communication skills
• Intermediate to advanced administration of Windows operating systems, including troubleshooting, configuration, and user support.
• Intermediate support and administration of iOS and Android devices, including user configuration, security, and troubleshooting.
• Intermediate knowledge of networking and infrastructure, including LAN, WAN, wireless networks, and cloud based environments.
• Intermediate experience with security tools and workflows, including endpoint protection, phishing response, and triaging security related events.
• Proficiency with RMM, ticketing, and documentation platforms
• Intermediate knowledge of Microsoft 365, including the Admin Center, Entra ID, Intune, Exchange, Defender, SharePoint, and Teams.
• Advanced proficiency with Microsoft 365 desktop applications, including Outlook, Word, Excel, PowerPoint, OneDrive, and Teams.
• Working knowledge of modern AI productivity tools, such as Copilot, ChatGPT, Claude, or similar platforms, and an interest in using them effectively in daily workflows.
• Experience supporting SaaS based VoIP solutions, including user support and basic troubleshooting.
• Prior experience working within a Managed Service Provider (MSP) or multi client support environment.

What it would be nice to have:

• Intermediate to advanced administration of Mac Operating Systems
• PowerShell scripting experience.