Job Description
Job DescriptionSalary: $64k-$85k DOE
Position Overview
We are seeking a proactive and customer-focusedIT Service Desk Technicianwith hands-on experience supportingMicrosoft Office 365environments. The ideal candidate will be responsible for providing first- and second-line technical support to end users andtroubleshooting hardware and software issues.This role requires a strong understanding of Microsoft technologies, excellent communication skills, and a passion for solving technical problems.
Key Responsibilities
- Serve as the first point of contact for IT-related inquiries via ticketing system, email, and messaging channels.
- Provide day-to-day support forOffice 365applications and otherbusiness and engineering applications
- Troubleshoot and resolve hardware, software, and network connectivity issues.
- Assist with onboarding/offboarding processes, including user setup, equipment configuration, and access management.
- Escalate complex technical issues to higher-level support teams when necessary.
- Coordinate and engage with 3rd party technical support when necessary.
- Documentsolutions, recurringissuesand process improvements in theknowledge-base
- Maintain detailed documentation of issues, solutions, and processes in the IT knowledge base.
- Support the configuration and deployment of end-user devices (Windowsandmobile devices).
- Ensure compliance with IT policies, security best practices, and data protection standards.
- Contribute to continuous improvement of IT servicesand infrastructureand participate in small infrastructureand securityprojects.
Required Skills & Qualifications
- Bachelor's degree in Information Technology, Information Systems, Information Security, or a related field, or equivalent years of experience
- Must be a US citizen
- 2+ yearsof experience in a technical support or service desk role.
- Strong experience supportingMicrosoft Office 365environments.
- Ability to work both independentlyand managed priorities,and collaboratively in a team.
- Willingness to take on new challenges and adapt to a dynamicand fast pacedIT environment.
- Experience with ticketing systems such asServiceNow, Zendesk,Freshservice, or Jira Service Management.
- Excellent communication, problem-solving, and customer service skills.
Preferred Qualifications
- Familiarity with endpoint managementtools
- Experience with vulnerability management tools and procedures
- Industry certifications such as CompTIA A+, Network+,Security+
- Experience working within the Microsoft Government cloud
- Familiarity with basic networking (TCP/IP, VPN, Wi-Fi troubleshooting)
EEO Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.