Description:.Professional Responsibilities:
Respond to and resolve IT helpdesk tickets in a timely manner, ensuring end-users receive effective technical support
Troubleshoot hardware, software, and connectivity issues for remote employees across Windows and macOS environments
Set up, configure, and maintain employee workstations, laptops, peripherals, and mobile devices
Assist with onboarding new employees by provisioning accounts, devices, and access to required applications
Support and maintain standard enterprise applications including Microsoft 365, Teams, Slack, and remote support tools
Maintain an accurate inventory of IT assets, including hardware and software, and assist with hardware replacements, repairs, and upgrades
Follow and adhere to defined service level agreements (SLAs) for incident and service request resolution
Log and track all incidents, requests, and resolutions accurately in the IT service management (ITSM) system
Refer complex or escalated technical issues to senior IT staff as appropriate
Help maintain and update knowledge base articles so that common troubleshooting steps are accessible to the team and end-users
Create and maintain basic documentation for IT procedures and protocols
Collaborate with IT teammates to support the seamless integration of applications and services
Qualifications and Requirements:
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
2+ years of relevant work experience in a Service Desk or IT support role
IT certifications (CompTIA A+, ITIL Foundation, or Microsoft Certified: Windows Server) preferred
Experience with endpoint management and remote support tools
Working knowledge of Windows, macOS, and mobile operating systems
Familiarity with Microsoft Office 365, Azure AD, and collaboration tools (e.g., Teams, Slack)
Experience using IT service management tools (ServiceNow, JIRA, BMC Remedy, or similar)
Ability to identify and resolve technical issues effectively and escalate when appropriate
Ability to interpret and explain technical issues to non-technical users
Strong organizational and troubleshooting skills
Excellent interpersonal and communication skills (both written and oral)
Proven ability to manage and prioritize multiple tasks in a fast-paced environment
Authorized to work in the U.S. without sponsorship now and in the future.
Job type: Full‑time
Work mode: remote
To apply for this job please visit patriotgis.clearcompany.com.
