Information Technology Service Desk

The ideal candidate is a proactive IT professional with strong experience supporting Windows 11, Microsoft 365, Active Directory, Entra ID, VPN, MFA, and endpoint devices. Candidates must be comfortable providing both remote and hands-on onsite technical support.

• Hands-on experience in a Level II Help Desk, Service Desk, Desktop Support, or IT Support Technician role. \n

• Strong knowledge of Windows 11 and Microsoft 365. \n

• Experience administering and troubleshooting Active Directory and Microsoft Entra ID. \n

• Experience with VPN, MFA, remote support tools, and network troubleshooting. \n

• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and basic networking concepts. \n

• Familiarity with endpoint management, software deployment, patching, and security policies. \n

• Experience with IT ticketing systems, incident management, and SLA requirements. \n

• Understanding of cybersecurity best practices and endpoint security. \n

• Strong analytical, troubleshooting, communication, and customer service skills., * Experience supporting multiple locations or international users. \n

• Familiarity with Microsoft Intune, SCCM/MECM, or similar endpoint management solutions. \n

• Experience using ServiceNow, Jira Service Management, or similar ITSM platforms. \n

• CompTIA A+, Network+, Microsoft, or equivalent IT certifications. \n

• Experience working in logistics, transportation, distribution, manufacturing, or other operational environments. \n

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• Provide Level II technical support for desktops, laptops, printers, mobile devices, software, and network connectivity. \n

• Troubleshoot Windows 11, Microsoft 365, Active Directory, and Microsoft Entra ID issues. \n

• Support user account administration, password resets, group memberships, permissions, and access management. \n

• Diagnose and resolve VPN, MFA, Wi-Fi, remote access, and connectivity issues. \n

• Install, configure, deploy, maintain, and replace hardware and software. \n

• Support endpoint management, device enrollment, software deployments, system updates, and patching. \n

• Manage IT incidents and service requests through a ticketing system, ensuring timely resolution and SLA compliance. \n

• Troubleshoot and escalate cybersecurity-related issues, including endpoint protection and suspicious account activity. \n

• Maintain accurate IT asset inventories and technical documentation. \n

• Assist with system upgrades, technology deployments, and special IT projects. \n

• Provide professional, customer-focused technical assistance to employees at all levels. \n

• Participate in rotating after-hours and emergency support schedules as needed. \n

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