IT Help Desk

• 12 years of true help desk experience
• Comfortable with remote, phone-based support
• Experience in desktop/workstation support (AD, password resets, MFA, device troubleshooting)
• Familiar with ticketing systems and handling daily volume

Day to Day in the role (responsibilities):

• Handle approximately 10 inbound support calls per day
• Manage and close approximately 10 tickets daily
• Provide consistent ticket updates in ServiceNow
• Troubleshoot user issues related to systems, access, and connectivity
• Perform Active Directory tasks (password resets, user support)
• Assist with MFA setup and troubleshooting
• Support remote users via teams
• Assist with software deployment (SCCM) and endpoint support
• Troubleshoot VPN connectivity issues (FortiClient preferred)
• Occasionally provide onsite support for:
• WAP installations / upgrades
• Network switch support
• Server refreshes and major issues

• WAP installations / upgrades
• Network switch support
• Server refreshes and major issues

• IT Support
• Help desk
• Help desk support
• Active Directory
• Ticket
• Ticketing