IT Help Desk

The role will provide Tier 2 Help Desk/Desktop Support and Microsoft 365 support to enterprise users. The candidate will troubleshoot technical issues, manage tickets, support PC and mobile deployments, perform computer imaging, and assist with Microsoft 365, Teams and Intune services., * Serve as the first point of contact through phone, email, ticketing system and walk-ins.

• Document all customer interactions and resolutions.
• Troubleshoot hardware/software issues remotely.
• Manage and resolve assigned tickets within required timelines.
• Determine appropriate solutions based on user issues.
• Create and update Knowledge Base documentation.
• Deploy PCs and mobile devices.
• Install software and configure new devices.
• Image computers and perform post-image configuration.
• Record and track incidents through resolution.

• 3-5 years Help Desk experience.
• Strong experience with Microsoft 365.
• Hands-on Microsoft Teams support.
• Hands-on Microsoft Intune experience.
• Strong knowledge of computer systems and mobile devices.
• Windows desktop/laptop troubleshooting.
• PC and mobile device deployment.
• Software installation and new-device setup.
• Computer imaging and post-image configuration.
• Remote troubleshooting and diagnostics.
• Ticket management and documentation.
• Knowledge Base creation and maintenance.
• Strong iOS and iPadOS experience.
• Ability to diagnose and resolve technical issues.
• Strong customer service and communication skills.
• Ability to work independently with minimal supervision.
• Ability to maintain confidentiality.