Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices
Password reset assistance, and supporting multiple customers within a 24/7/365 support environment
Collaborate with senior technicians and other IT specialists when faced with complex or escalating issues
Joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures
Manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly

Requirements

High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment
Experience in a technical support or help desk role in a corporate environment
Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting
Active Directory user and group management;
Basic networking concepts (TCP/IP, DNS)
Experience with ticketing systems (e.g., ServiceNow)
Ability to work flexible hours, including evenings, weekends, and holidays
Excellent verbal and written communication skills
Strong problem-solving and analytical abilities
Customer centric approach
Ability to work independently and as part of a team
Strong organizational skills with attention to detail
US Person Required
Preferred: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira.

Benefits

Comprehensive benefits and wellness packages
401K with company match
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Full flex work weeks where possible

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingWindows 10Windows 11Microsoft Office 365Active DirectoryTCP/IPDNSvirtual desktop infrastructuremobile device management

Soft Skills

verbal communicationwritten communicationproblem-solvinganalytical abilitiescustomer centric approachindependent workteam collaborationorganizational skillsattention to detail

Certifications

ServiceNow fundamentalsCompTIA A+Network+Microsoft Certified ProfessionalCitrix