IT Service Desk Support
About The Position
Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system. Diagnose and resolve hardware, software, and connectivity issues in a timely manner. Manage and maintain user accounts, permissions, and group policies within Active Directory. Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting. Support basic network troubleshooting. Escalate complex issues to senior IT staff or network engineers when appropriate. Support onboarding and offboarding of employees including workstation setup and account provisioning. Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume. Collaborate across IT Teams. Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks. Deliver consistent, professional service with a strong emphasis on user experience. Participate in a rotating on-call schedule to provide after-hours support coverage.
Requirements
- Working knowledge of Windows OS and Active Directory (user management, group policy, OU structure)
- Strong written and verbal communication skills with a customer-first mindset
- Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment
- Travel to store locations as needed for onsite support, troubleshooting, and deployment activities (occasional travel required)
Nice To Haves
- IT certifications such as CompTIA A+ or equivalent
- Experience supporting users across distributed or remote locations
- Experience in call-center or customer service phone system
- Experience in using ticketing systems (ie ServiceNow, Zendesk, FreshService)
- Familiarity with Microsoft 365 administration
Responsibilities
- Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system
- Diagnose and resolve hardware, software, and connectivity issues in a timely manner
- Manage and maintain user accounts, permissions, and group policies within Active Directory
- Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting
- Support basic network troubleshooting
- Escalate complex issues to senior IT staff or network engineers when appropriate
- Support onboarding and offboarding of employees including workstation setup and account provisioning
- Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume
- Collaborate across IT Teams
- Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks
- Deliver consistent, professional service with a strong emphasis on user experience
- Participate in a rotating on-call schedule to provide after-hours support coverage
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
