Description:

• Provide 2nd line service desk support for client IT incidents and requests, including Microsoft 365 and Office 365 administration.
• Resolve virtual and physical endpoint issues, including Citrix, hardware, software, and peripheral problems.
• Research, troubleshoot, and respond to complex technical incidents received by phone, email, and submitted requests.
• Act as an escalation point for junior analysts and other technical problems.
• Accept, log, and manage internal and external client calls from first contact through resolution.
• Work to achieve first call resolution whenever possible.
• Administer and support virtual and physical endpoints and systems using available tools.
• Escalate incidents and requests to the appropriate technical teams when additional troubleshooting is needed.
• Track incidents and requests through their full lifecycle to ensure closure within agreed service levels.
• Update the knowledge base with new articles and revisions to existing documentation.
• Assist with cross-training and mentoring of other Service Desk team members.

Requirements:

• 3–4 years of Service Desk experience in a medium-to-large operational environment supporting multiple clients and systems.
• Advanced understanding of Windows and Mac operating systems.
• Proficient knowledge of Active Directory tools and processes.
• Basic knowledge of networking frameworks.
• Network+, A+, or Security+ certification required.
• ITIL v4 Foundations certification required.
• MS900 or AZ900 certification preferred.
• Availability to work a 7 p.m. to 7 a.m. shift on alternating weeks, including Wednesday through Saturday and Thursday through Saturday schedules.