IT Service Desk Technician

Position Overview

We are seeking a proactive and customer-focused IT Service Desk Technician with hands-on experience supporting Microsoft Office 365 environments. The ideal candidate will be responsible for providing first- and second-line technical support to end users and troubleshooting hardware and software issues. This role requires a strong understanding of Microsoft technologies, excellent communication skills, and a passion for solving technical problems.

Key Responsibilities

• Serve as the first point of contact for IT-related inquiries via ticketing system, email, and messaging channels.

• Provide day-to-day support for Office 365 applications and other business and engineering applications

• Troubleshoot and resolve hardware, software, and network connectivity issues.

• Assist with onboarding/offboarding processes, including user setup, equipment configuration, and access management.

• Escalate complex technical issues to higher-level support teams when necessary.

• Coordinate and engage with 3rd party technical support when necessary.

• Document solutions, recurring issues and process improvements in the knowledge-base 

• Maintain detailed documentation of issues, solutions, and processes in the IT knowledge base.

• Support the configuration and deployment of end-user devices (Windows and mobile devices).

• Ensure compliance with IT policies, security best practices, and data protection standards.

• Contribute to continuous improvement of IT services and infrastructure and participate in small infrastructure and security projects.

Required Skills & Qualifications

• Bachelor's degree in Information Technology, Information Systems, Information Security, or a related field, or equivalent years of experience

• Must be a US citizen

• 2+ years of experience in a technical support or service desk role.

• Strong experience supporting Microsoft Office 365 environments.

• Ability to work both independently and managed priorities, and collaboratively in a team.

• Willingness to take on new challenges and adapt to a dynamic and fast paced IT environment.

• Experience with ticketing systems such as ServiceNow, Zendesk, Freshservice, or Jira Service Management.

• Excellent communication, problem-solving, and customer service skills.

Preferred Qualifications

• Familiarity with endpoint management tools

• Experience with vulnerability management tools and procedures

• Industry certifications such as CompTIA A+, Network+, Security+

• Experience working within the Microsoft Government cloud

• Familiarity with basic networking (TCP/IP, VPN, Wi-Fi troubleshooting)

EEO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.