IT Specialist-Front Line Support

Philips•Nashville, TN

1d•Remote

About The Position

Provide Tier 1 front-line support for users in an Azure Government Commercial Cloud environment, resolving incidents and service requests while maintaining secure, compliant access to Microsoft 365 and endpoint services. Your role: Provide Tier 1 support for Microsoft 365/Entra ID, SharePoint, and endpoint/virtual desktop services by triaging and resolving user requests, access issues, and low-to-medium complexity incidents in a regulated cloud environment. Manage the ServiceNow ticket queue to established service level agreements (SLAs) and collaborate with cyber/security operations, endpoint engineering, VDI/virtualization teams, and application owners to restore service and implement required changes. Build hands-on experience in identity lifecycle management, incident response, and governance/compliance (e.g., vulnerability and risk reporting) by participating in incident response plan (IRP) tabletop/attack simulation exercises and supporting escalation and remediation activities.

Requirements

Bachelor's Degree OR minimum 4 years of experience with Vocational Education in areas such as Technology Service Management, Customer Service or equivalent.
Experience providing Tier 1/2-style support using ticketing systems (ServiceNow preferred).
Troubleshooting end-user applications across pooled/dedicated virtual desktop infrastructure (VDI) and physical desktops.
Understanding of how virtual machines and VDI work (including the difference between dedicated vs. pooled desktops).
Ability to diagnose issues using logs and evidence.
Bachelor's Degree/Vocational Education in Information Technology, Business Administration, Computer Science or equivalent.
Must have DoD 8140 Certification (Cloud+ or GICSP or SSCP or Security+ or GSEC or A+ or CND or Network+ or ISC2 CC), or achieve within three months of employment.
Ability to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation.
Effective communicator with a customer-service mindset.
U.S. Citizenship is required for this role.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Nice To Haves

Prior work supporting government/public sector customers or working in regulated environments is preferred, but not required.

Responsibilities

Provide Tier 1 support for Microsoft 365/Entra ID, SharePoint, and endpoint/virtual desktop services by triaging and resolving user requests, access issues, and low-to-medium complexity incidents in a regulated cloud environment.
Manage the ServiceNow ticket queue to established service level agreements (SLAs).
Collaborate with cyber/security operations, endpoint engineering, VDI/virtualization teams, and application owners to restore service and implement required changes.
Participate in incident response plan (IRP) tabletop/attack simulation exercises.
Support escalation and remediation activities.
Document clear work instructions/knowledge articles.
Explain solutions to end users.
Prioritize and manage multiple tickets while adhering to established IT service management (ITIL) processes and security requirements.
Escalate appropriately when risk or complexity increases.