IT Service Desk Technician

NOVALINK SOLUTIONS LLC

IT Service Desk Technician providing hardware, software, network, and application support. Ensuring timely resolution of IT support requests in a hybrid environment for agency employees.

Posted 7/23/2026contractAtlanta • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support and troubleshooting for hardware, software, and network issues while ensuring exceptional customer service and adherence to Service Level Agreements (SLAs). Proficient in managing IT assets and utilizing tools like ServiceNow and Microsoft Intune for effective service delivery.

Highest-signal resume keywords

Technical Support ExperienceServiceNow ProficiencyMicrosoft Windows 11 SupportMicrosoft 365 Applications SupportITIL Best Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIncident ManagementService Request ManagementHardware Asset ManagementSoftware Asset ManagementMulti-Factor Authentication (MFA)User Account ManagementNetwork Connectivity SupportWindows AutopilotMicrosoft Intune

Soft Skills

Customer ServiceCommunicationProblem SolvingCollaborationOwnership

Tools & Technologies

ServiceNowMicrosoft Entra ID (Azure AD)Microsoft TeamsMicrosoft OutlookCisco WebexVPN TechnologiesHybrid Cloud Environments

Certifications & Qualifications

High School Diploma or GEDAssociate Degree in Information TechnologyBachelor's Degree in Information Technology (Preferred)

Industry Keywords

Help DeskService DeskITILTechnical SupportGovernment Environments

Tech Stack

Tools & technologies

AzureCloudCyber SecurityServiceNow

About the role

Key responsibilities & impact

Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
Provide remote, phone, email, chat, and desk-side technical support to end users.
Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).
Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
Monitor ticket queues and ensure timely follow-up and closure.
Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
Support printers, scanners, webcams, docking stations, and other peripheral devices.
Perform workstation moves, adds, changes, and equipment replacements.
Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
Assist with onboarding, offboarding, and access provisioning activities.
Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
Assist users with collaboration tools and cloud-based productivity applications.
Troubleshoot synchronization, licensing, and authentication issues.
Receive, inventory, assign, track, and recover IT assets.
Maintain accurate hardware inventory records within ServiceNow Asset Management.
Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
Assist with inventory audits and asset reconciliation.
Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Requirements

What you’ll need

High School Diploma or GED.
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field (preferred).
Experience supporting state or local government environments (preferred).
Experience supporting: Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD), Active Directory, Microsoft Intune, Windows Autopilot, ServiceNow, Cisco Webex, VPN technologies, Multifactor Authentication (MFA), Network printers, Hybrid cloud environments, Hardware Asset Management (HAM), Basic Software Asset Management (SAM) (preferred).

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements