Customer Support

• 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).

 

Incident, Request & Problem Management

• 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.

 

Endpoint & Device Support

• 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.

 

Identity & Access Management

• 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.

 

Microsoft 365 Support

• 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.

 

Hardware Asset Management

• 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.

 

Collaboration

• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.

• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

 

Minimum Qualifications

• High School Diploma or GED.

• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

OR

• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

 

Preferred

• Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.

• Experience supporting state or local government environments.

 

Preferred Technical Experience

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)

 

Knowledge, Skills, and Abilities

• Strong customer service and communication skills.

• Excellent troubleshooting and analytical skills.

• Ability to diagnose hardware, software, and network issues.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Strong documentation and organizational skills.

• Ability to explain technical concepts to non-technical users.

• Ability to work independently and collaboratively within a team.

• Knowledge of ITIL service management principles.