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Desktop Support
Microsoft 365 / Active Directory
ServiceNow / Incident Management
Job Description/ Responsibilities
Provide onsite and remote support for end-user computing services.
Troubleshoot and resolve desktop, laptop, hardware, software, operating system, and peripheral issues.
Diagnose and resolve network connectivity issues, including VPN, DNS, DHCP, and TCP/IP-related problems.
Handle complex and escalated incidents while ensuring SLA compliance.
Manage incidents and service requests using ITSM tools such as ServiceNow.
Install, configure, upgrade, repair, and maintain desktops, laptops, and workstation equipment.
Perform system imaging, software deployments, patching, and routine maintenance activities.
Support employee onboarding and offboarding, including device provisioning and asset management.
Manage user accounts, permissions, and Active Directory administration tasks.
Ensure compliance with IT security, data protection, and access control policies.
Coordinate with global IT teams and third-party vendors for issue resolution.
Create and maintain technical documentation, knowledge base articles, and asset records.
Participate in desktop, infrastructure, and workplace technology projects.
Provide excellent customer service and technical support to business users.
Mentor junior support staff and provide guidance on complex technical issues.