IT Service Desk Technician

About the role

The IT Service Desk Technician provides first- and second-level technical support to agency employees, handling hardware, software, network, and application issues. You will be the primary point of contact for IT incidents and service requests, ensuring timely resolution while delivering excellent customer service.

Key responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technical inquiries via phone, email, chat, and desk‑side support.
• Diagnose and resolve hardware, software, network connectivity, printing, mobile device, and application problems.
• Log, categorize, prioritize, and close tickets in ServiceNow following ITIL best practices.
• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
• Manage user accounts, password resets, MFA, and access provisioning in Azure AD and Active Directory.
• Support Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint Online) and troubleshoot related issues.
• Perform hardware asset inventory, tracking, and lifecycle activities.

Required profile

• Strong customer‑service orientation with the ability to communicate technical information clearly.
• Experience working in a hybrid IT environment supporting both on‑site and remote users.
• Familiarity with ITIL incident and request management processes.

Required skills

• Windows 11 operating system
• Microsoft Intune and Autopilot
• ServiceNow ticketing platform
• ITIL best practices
• Azure AD (Microsoft Entra ID) and Active Directory
• Multi‑Factor Authentication (MFA) management
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint Online)
• VPN configuration and troubleshooting
• Hardware troubleshooting (printers, scanners, docking stations, peripherals)
• Asset management and inventory tracking

What we offer

• 12+ month fixed‑term assignment
• On‑site work environment in Atlanta, GA
• Opportunity to work with modern Microsoft cloud technologies