Contract
LOCAL CANDIDATES ONLY - Selected candidates will be expected to work onsite when required.
Essential Duties and Responsibilities:
Customer Support
- Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
- Provide remote, phone, email, chat, and desk-side technical support to end users.
- Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
- Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
- Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).
Incident, Request & Problem Management
- Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
- Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
- Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
- Monitor ticket queues and ensure timely follow-up and closure.
Endpoint & Device Support
- Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
- Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
- Support printers, scanners, webcams, docking stations, and other peripheral devices.
- Perform workstation moves, adds, changes, and equipment replacements.
Identity & Access Management
- Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
- Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
- Assist with onboarding, offboarding, and access provisioning activities.
Microsoft 365 Support
- Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
- Assist users with collaboration tools and cloud-based productivity applications.
- Troubleshoot synchronization, licensing, and authentication issues.
Hardware Asset Management
- Receive, inventory, assign, track, and recover IT assets.
- Maintain accurate hardware inventory records within ServiceNow Asset Management.
- Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
- Assist with inventory audits and asset reconciliation.
Collaboration
- Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
- Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.
Minimum Qualifications
- High School Diploma or GED.
- Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
OR
- Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
Preferred
- Bachelor//'s degree in Information Technology, Computer Science, Information Systems, or related field.
- Experience supporting state or local government environments.
Preferred Technical Experience
Experience supporting:
- Microsoft Windows 11
- Microsoft 365
- Microsoft Teams
- Microsoft Outlook
- Microsoft Entra ID (Azure AD)
- Active Directory
- Microsoft Intune
- Windows Autopilot
- ServiceNow
- Cisco Webex
- VPN technologies
- Multifactor Authentication (MFA)
- Network printers
- Hybrid cloud environments
- Hardware Asset Management (HAM)
- Basic Software Asset Management (SAM)
Knowledge, Skills, and Abilities
- Strong customer service and communication skills.
- Excellent troubleshooting and analytical skills.
- Ability to diagnose hardware, software, and network issues.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Strong documentation and organizational skills.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively within a team.
- Knowledge of ITIL service management principles.
Skill Required/Desired Amount of Experience Two (2) years of experience providing technical support in a Help Desk or Service Desk environment. Required 2.0 Years Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD Highly desired 2.0 Years
