Service Desk Technician (Level 1)

Service Desk Operations & Ticket Ownership

• Serve as the primary point of contact for IT support. Answer inbound calls promptly and professionally, and act as the intake point for all issues and requests entering IT.

• Create, triage, categorize, and prioritize tickets in ManageEngine SDP in accordance with established service levels and ITIL-aligned incident and service request workflows.

• Own assigned tickets end to end: drive resolution, keep users informed with proactive status updates, and close with complete resolution notes and accurate time entry.

• Escalate to Tier 2 / Tier 3 with a complete diagnostic picture; symptoms, troubleshooting already performed, affected users, and business impact.

• Recognize the difference between an isolated issue and an emerging systemic outage and escalate broad-impact events immediately with a clear scope assessment.

• Contribute knowledge base articles and end-user guidance that shift repeat issues toward self-service resolution.

• Provide shift coverage that keeps the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts.

Identity, Endpoint & Microsoft 365 Administration

• Entra ID: Perform user lifecycle tasks including account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment.

• Sign-in troubleshooting: Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately.

• Intune: Enroll, configure, and remediate Windows endpoints; Autopilot enrollment, compliance and configuration policy troubleshooting, application deployment, and remote device actions.

• Microsoft 365: Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), Teams, and SharePoint / OneDrive sync and permissions.

• Mobile devices: Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices.

Network & Systems Troubleshooting

• Diagnose common connectivity problems across DNS, DHCP, IP addressing, VLANs, and wired and wireless access. This includes basic switch port verification.

• Support remote access clients end to end: installation, authentication, certificate and profile issues, and connectivity troubleshooting.

• Perform routine Active Directory tasks and understand how on-premises directory objects synchronize to Entra ID in a hybrid environment.

• Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms.

• Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites.

• Use vendor support channels and internal documentation effectively, and know when a problem belongs with infrastructure, network, or security engineering.

Process, Documentation & Continuous Improvement

• Maintain accurate configuration and asset data, including hardware assignment, warranty, and lifecycle status.

• Document repeatable procedures so that solutions are transferable across the service desk team rather than held individually.

• Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations.

• Support IT projects as assigned. This may include endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.