The IT Service Desk Associate will be responsible for providing technical support and assistance to city employees. This role involves troubleshooting and administration of Microsoft O365, Windows 10 operating systems, and managing Active Directory and Group Policy Objects (GPO). The associate will also handle SCCM image management, software deployment, and patch management, as well as Microsoft Multi-Factor Authentication (MFA). Additionally, the associate will assist Technical Support Analyst 1's with escalations and technical questions, providing coaching and training as the environment evolves. The position requires strong knowledge of DHCP and involves covering phones, coordinating, diagnosing, and troubleshooting incoming calls and emails from city employees. Support will be provided for technical issues related to desktop and laptop application software or network services, including assistance with local field tickets when possible.