What is your mission?

• Provide first-level technical support for hardware, software, operating systems, Microsoft 365 applications, and end-user devices.
• Troubleshoot and resolve issues involving Windows desktop environments, user accounts, printers, peripherals, and business applications.
• Perform Active Directory and Azure Active Directory (Entra ID) user account administration, including password resets, account creation, access updates, and basic permission management.
• Respond to, prioritize, and resolve support requests using established ticket management processes and service level agreements.
• Escalate complex technical issues to higher-level support teams when appropriate.
• Utilize remote support tools to diagnose and resolve user issues efficiently.
• Document troubleshooting steps, issue resolutions, and knowledge base articles to improve support processes.
• Monitor and manage incidents using ServiceNow, Jira Service Management, Freshservice, or similar ticketing platforms.
• Support endpoint monitoring and maintenance using Remote Monitoring and Management tools such as NinjaOne, Kaseya, Datto, or similar platforms.
• Communicate technical information clearly to non-technical users while providing a high level of customer service.
• Collaborate with Information Technology teams to improve service delivery, documentation, and operational efficiency.
• Perform other Information Technology support responsibilities as assigned.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.
• Minimum 1 year of experience in an Information Technology Support, Help Desk, Service Desk, or Technical Support role. Internships and customer-facing technical support experience are acceptable.
• Working knowledge of Windows desktop environments and Microsoft 365.
• Familiarity with Active Directory or Azure Active Directory (Entra ID) for basic account administration.
• Experience using ServiceNow, Jira Service Management, Freshservice, or similar ticketing platforms.
• Exposure to Remote Monitoring and Management tools such as NinjaOne, Kaseya, Datto, or similar remote support solutions.
• Experience providing remote technical support and troubleshooting end-user issues.
• CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or similar certifications are preferred.
• Familiarity with Information Technology Infrastructure Library Version 4 or other Information Technology service management frameworks is preferred.
• Basic knowledge of PowerShell scripting for routine automation is an advantage.
• Strong troubleshooting and analytical skills.
• Strong documentation and attention to detail.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Strong customer service mindset with patience and professionalism under pressure.