Service Desk Specialist - Rockville, MD - Hybrid

Axxum Technologies•Rockville, MD

3d•Hybrid

About The Position

Service Desk Specialist - Rockville, MD - Hybrid Technical Support: Provide Tier II level support for Windows OS, networking, printers, connectivity issues, and other end-user devices. Support and troubleshoot Azure networking issues, including virtual networks, subnets, security groups, and VPN connectivity. User Onboarding: Manage and support the onboarding of new users into the network, including setting up accounts, email, and permissions, and ensuring proper integration into the cloud environment. Ticket Management: Respond to and resolve escalated helpdesk tickets from Tier I, ensuring timely and accurate problem resolution. System Monitoring: Monitor and maintain system health for network, Azure VMs, Azure networking, and Office 365 environments, identifying and addressing potential issues proactively. Network & Connectivity: Troubleshoot and resolve network-related problems including connectivity issues, wireless access points, and VPN issues, both on-premises and in the Azure cloud. Printer & Peripheral Support: Provide support for printers, scanners, and other peripherals, diagnosing and resolving issues as needed. Documentation: Create and maintain accurate documentation of technical procedures, troubleshooting steps, and system configurations. User Training: Provide basic training and guidance to end-users on Office 365, Dynamics 365, and other critical applications. Collaboration with Teams: Work with other IT team members and departments on special projects, system upgrades, and technology implementations.

Requirements

Knowledge of working with technology and Microsoft Office 365.
Ability to identify and resolve problems.
Strong knowledge of Windows operating systems and related troubleshooting techniques.
Excellent communication and problem-solving skills, customer-focused approach, and ability to work well under pressure.
Troubleshooting and issue resolution for Azure-based services
Customer service and issue prioritization - ServiceNow ticketing system
Problem-solving and critical thinking
Security and compliance knowledge

Responsibilities

Provide Tier II level support for Windows OS, networking, printers, connectivity issues, and other end-user devices.
Support and troubleshoot Azure networking issues, including virtual networks, subnets, security groups, and VPN connectivity.
Manage and support the onboarding of new users into the network, including setting up accounts, email, and permissions, and ensuring proper integration into the cloud environment.
Respond to and resolve escalated helpdesk tickets from Tier I, ensuring timely and accurate problem resolution.
Monitor and maintain system health for network, Azure VMs, Azure networking, and Office 365 environments, identifying and addressing potential issues proactively.
Troubleshoot and resolve network-related problems including connectivity issues, wireless access points, and VPN issues, both on-premises and in the Azure cloud.
Provide support for printers, scanners, and other peripherals, diagnosing and resolving issues as needed.
Create and maintain accurate documentation of technical procedures, troubleshooting steps, and system configurations.
Provide basic training and guidance to end-users on Office 365, Dynamics 365, and other critical applications.
Work with other IT team members and departments on special projects, system upgrades, and technology implementations.