Customer Support: Act as primary tier-1 contact for IT incidents and requests via remote, phone, email, chat, and desk-side channels, ensuring SLAs are met.
Incident Management: Log, prioritize, and resolve tickets using ServiceNow following ITIL best practices while documenting troubleshooting steps and knowledge articles.
Endpoint & Device Support: Deploy and maintain Windows 11 devices using Microsoft Intune and Autopilot, configure M365 applications, and manage peripheral hardware.
Identity & Access Management: Manage user lifecycles, account provisioning, permissions, and MFA resets within Microsoft Entra ID (Azure AD) and Active Directory.
Microsoft 365 Administration: Support Outlook, Teams, OneDrive, and SharePoint Online, troubleshooting sync, licensing, and access issues.
Hardware Asset Management: Inventory, track, and manage IT assets throughout their lifecycle using ServiceNow Asset Management.
Cross-Functional Collaboration: Partner with Infrastructure, Cybersecurity, and vendor teams to resolve complex problems and execute technology projects.
High School Diploma or GED with 2+ years of technical support experience in a Help Desk or Service Desk environment; OR
Associate degree in Information Technology, Computer Science, or a related field with 1+ year of technical support experience.
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience supporting state or local government environments.