Service Desk Technician

endpoint protection

• Support users with password resets, MFA issues, account lockouts, and access-related problems.

• Troubleshoot hardware issues involving workstations, laptops, monitors, printers, and peripheral devices.

• Resolve network connectivity and VPN issues.

**User Account & Access Management
**

• Manage user accounts across Entra ID (Azure AD), on-premises Windows Domains, and Okta.

• Perform provisioning and deprovisioning tasks following IT security and compliance standards.

• Maintain adherence to least-privilege access practices.

**Collaboration & Cross-Team Work
**

• Collaborate with senior Service Desk Technicians, IT Operations, and Infrastructure teams to resolve escalated issues.

• Assist the Corporate Engineering team with basic tasks, deployments, or troubleshooting efforts when required.

• Participate in cross-functional initiatives to improve service delivery and end-user experience.

**Knowledge Management & Documentation
**

• Assist in the creation, updating, and maintenance of Knowledge Base (KB) articles for internal and end-user consumption.

• Document troubleshooting steps, incident details, and resolutions thoroughly and accurately.

• Provide feedback on opportunities to improve processes and documentation.

**Security & Compliance
**

• Respond to endpoint alerts and remediation tasks using CrowdStrike.

• Promote adherence to security policies and best practices throughout user interactions.

• Report unusual or suspicious activity promptly.

**Tools & Systems Operations
**

• Utilize ServiceNow for ticket logging, categorization, tracking, and resolution.

• Use BeyondTrust / Bomgar for remote troubleshooting and support activities.

• Escalate incidents appropriately following IT escalation guidelines.

**You've got what it takes if you have...
**

• Minimum 3 years of IT support or service desk experience supporting end users in a professional environment.

• Strong troubleshooting skills with Windows 11.

• Solid understanding of Office 365 administration and common productivity applications.

• Familiarity with identity platforms: Entra ID, Active Directory, Okta.

• Experience with endpoint security and remediation (CrowdStrike or similar).

• Proficiency with remote support tools such as BeyondTrust/Bomgar.

• Experience with ServiceNow or another ITSM ticketing system.

• Excellent customer-service approach, communication skills, and professionalism.

• Ability to work collaboratively with peers and senior team members.

• Strong organizational skills, attention to detail, and ability to follow procedures.

Extra dose of awesome if you have...

• Certifications such as CompTIA A+, MS-900, AZ-104, or ITIL Foundation.

• Experience working in a distributed or global support environment.

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