Service Desk Associate

Job Summary

We are seeking a Customer-Focused IT Support Specialist with strong technical troubleshooting and client service skills to provide tier 2/3 support for end-users and VIP clients. This is starting as a 9 month contract and could go permanent. The ideal candidate will have experience in ITIL/ITSM processes, ticketing systems, device management, network administration, and security compliance. This role requires a team player who is a quick learner and capable of working independently to meet department goals for ticket resolution and service quality.

Key Responsibilities:

• Provide exceptional customer service with patience and professionalism, including VIP support.
• Work on tier 2/3 client tickets and assist with tier 1 service desk tasks as needed.
• Ensure ticket resolution meets department goals: <4-hour TTR and 0 tickets over 30 days.
• Assist with new hire onboarding, including account setup, hardware deployment, and software provisioning.
• Utilize ITSM/ticketing systems for request and incident management.

Computer & Device Management

• Support and troubleshoot Dell and Microsoft Surface devices.
• Perform PC/laptop imaging and device configuration.
• Manage Microsoft Intune for patching, application deployment, and endpoint security.
• Deploy and support mobile devices (iPhones & tablets).

Network & System Administration

• Maintain and troubleshoot network printers/MFPs.
• Perform basic Active Directory administration (account management, group policies, etc.).
• Administer Office 365, including email, user accounts, and licensing.
• Support Meraki network switches & Wi-Fi (preferred but not required).
• Conduct Level 1-2 server administration and SharePoint administration.

Security & Compliance

• Support vulnerability management & remediation, ensuring client and server patching compliance.
• Perform OS and application patching for endpoints and servers.
• Assist in Microsoft Defender administration for endpoint security.

Qualifications & Skills

• 3-5 years of client/service desk support experience.
• Strong customer service skills, including patience and VIP client support experience.
• Experience with ITIL/ITSM frameworks for request and incident management.
• Familiarity with ticketing systems for managing service requests and incidents.
• Excellent troubleshooting and problem-solving skills.
• Quick learner who adapts to new technologies and processes.
• Team player with strong communication and collaboration skills.

Preferred Certifications (Nice to Have)

• CompTIA A / Network / Security
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification
• Microsoft Certified: Security, Compliance, and Identity Fundamentals

This role offers an opportunity to work in a fast-paced IT environment, supporting enterprise-level systems and networks, while ensuring a high level of customer satisfaction. If you are passionate about IT support, security, and client success, we encourage you to apply!