Serve as the primary point of contact for IT support requests via ticketing system, including classification, prioritization, resolution, or escalation of incidents.
Troubleshoot and resolve issues related to Windows OS, Microsoft 365 applications, desktops, laptops, and common business software.
Maintain accurate records of support activities and ensure timely ticket updates and closures.
Collaborate with IT team members to identify recurring issues and suggest long-term solutions.
Support basic administration of user accounts, permissions, and access controls.
Assist with onboarding/offboarding procedures, including equipment setup and software provisioning.
Escalate complex technical issues to senior IT staff or specialists as appropriate.
Contribute to documentation efforts including knowledge base articles and standard operating procedures (SOPs).

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience also considered.
Up to 5 years of professional experience in an IT support/helpdesk role.
Proficiency with Microsoft Windows 10/11, Microsoft 365 (Outlook, Teams, Word, Excel), and Active Directory.
Familiarity with MacOS a plus.
Familiarity with ticketing systems (e.g., FreshService, Jira, Zendesk).
Basic understanding of network connectivity, cybersecurity principles, and endpoint protection tools.
Strong analytical and troubleshooting skills.
Strong verbal and written communication abilities; ability to clearly communicate with technical and non-technical users.
Customer-oriented mindset with a focus on service and responsiveness.

Benefits

Health insurance
Professional development opportunities
Flexible work arrangements

Applicant Tracking System Keywords

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

Hard Skills & Tools

Windows OSMicrosoft 365Active Directorynetwork connectivitycybersecurity principlesendpoint protection toolstroubleshootingticketing systemsMacOSIT support

Soft Skills

analytical skillstroubleshooting skillsverbal communicationwritten communicationcustomer-oriented mindsetservice focusresponsivenesscollaborationproblem-solvingdocumentation