Experience in a customer-facing role (IT, banking, finance, or another professional service industry) 2. Experience with help desk software and ticketing systems 3. Exposure to Active Directory, Microsoft Entra ID, and Intune for account and device management 4. Experience working with managed service providers or submitting and tracking vendor tickets Additional Skills: Patience, empathy, and professionalism with all users; clear verbal and written communication; curiosity and resourcefulness in problem-solving, with sound judgment on when to escalate. Required Skills (Rank in order of Importance): 1. 2+ years of help desk or IT support experience 2. Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices Preferred Skills (Rank in order of Importance): 1.