Service Desk Technician

Provide continuous support and administration of the Microsoft Office 365 environment.

Assist with the administration of Identity and Access Management (Okta).

Support day-to-day IT operations, including monitoring and resolving incidents, problems, user requests, and break/fix issues.

Perform IT hardware setup and configuration for new employees.

Assist with lifecycle management of IT assets, including PCs and peripheral equipment.

Serve as an additional point of contact for both onsite and remote employees through helpdesk and service desk support.

Support the enterprise ITSM platform, including asset management, onboarding and offboarding of IT equipment, CMDB maintenance, IT process management, and deskside support.

Actively develop, document, and maintain an IT knowledge base.

Perform additional duties as assigned.

Monday – Friday:

• 6:45 AM – 3:45 PM

• 11:00 AM – 8:00 PM

2–3+ years of hands-on experience supporting Microsoft Office 365, Azure Active Directory, SharePoint, OneDrive, Exchange, Slack, and Microsoft Teams.

Experience working with ServiceNow or a comparable ITSM platform.

Experience supporting softphone systems such as RingCentral.

Hands-on experience with Okta, Active Directory, Group Policy, and other directory services.

Working knowledge of VoIP, TCP/IP, DNS, DHCP, and VPNs, as well as LAN environments, firewalls, routers, and printers.

Ability to create, update, and maintain user guides, FAQs, and technical documentation.

Flexibility to participate in an on-call rotation and support after-hours or weekend initiatives as needed.

Strong problem-solving abilities with excellent critical-thinking skills.

Outstanding customer service, interpersonal, written, and verbal communication skills.

Ability to quickly diagnose, troubleshoot, and resolve technical issues.

Willingness and ability to learn and implement new technologies.