Core Responsibilities User Support & Triage:

Act as the first line of defense for incoming support requests via phone, email, chat, and ticketing system.

Troubleshooting:

Diagnose and resolve basic technical issues involving Windows operating systems, Microsoft 365 suites, PC hardware devices and network connectivity.

Identity & Access Management:

Handle routine user account management, including password resets, account unlocks, and basic permission adjustments in Microsoft Entra ID.

Hardware Provisioning:

Assist in setting up, configuring, and deploying workstations and peripherals for new hires based on standard operating procedures (SOPs).

Documentation & Escalation:

Document all support interactions and resolution steps thoroughly within the ticketing system. Escalate complex or high-priority issues to Tier 2/3 support teams when necessary. Qualifications Associate degree in IT or completion of a technical training program/bootcamp is a plus. A+, CCNA, Microsoft Certifications. Deep understanding and functionality of Windows OS 11. Microsoft 365 apps (Outlook, Teams, OneDrive) and have experience working within Microsoft Administration Consoles. Understanding of Infrastructure Networks. Troubleshooting Skills. 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