IT Service Desk Support

Responsibilities This is a 100% onsite role Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system Diagnose and resolve hardware, software, and connectivity issues in a timely manner Manage and maintain user accounts, permissions, and group policies within Active Directory Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting Support basic network troubleshooting Escalate complex issues to senior IT staff or network engineers when appropriate Support onboarding and offboarding of employees including workstation setup and account provisioning Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume Collaborate across IT Teams Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks Deliver consistent, professional service with a strong emphasis on user experience Participate in a rotating on-call schedule to provide after-hours support coverage Qualifications 2-5 years of helpdesk or desktop support experience preferred; candidates with demonstrated hands-on ability and a strong work ethic are encouraged to apply regardless of experience level Working knowledge of Windows OS and Active Directory (user management, group policy, OU structure) Strong written and verbal communication skills with a customer-first mindset Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment Associate's or Bachelor's degree in Information Technology or a related field preferred, but not required Retail or multi-site support experience is a plus Travel to store locations as needed for onsite support, troubleshooting, and deployment activities (occasional travel required) Preferred but Not Required IT certifications such as CompTIA A+ or equivalent Experience supporting users across distributed or remote locations Experience in call-center or customer service phone system Experience in using ticketing systems (ie ServiceNow, Zendesk, FreshService) Familiarity with Microsoft 365 administration