Job Description

Roles and Responsibilities
Provide Level III technical support for Windows and macOS desktops, laptops, applications, peripherals, and mobile devices.
Troubleshoot complex operating system, hardware, software, connectivity, and endpoint issues.
Administer and troubleshoot Microsoft 365 and Active Directory, including user access, permissions, authentication, and account issues.
Support Teams, Webex, and Zoom, including meeting, audio/video, connectivity, and collaboration issues.
Manage incidents, service requests, and escalations through ServiceNow.
Maintain accurate hardware and software inventory and support IT asset management processes.
Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and other common network connectivity issues.
Support endpoint security and follow enterprise IT security, access control, and compliance best practices.
Perform root-cause analysis for recurring desktop and endpoint issues and recommend improvements.
Create and maintain technical documentation, knowledge articles, and troubleshooting procedures.
Collaborate with infrastructure, network, security, and application teams to resolve complex incidents.
Provide technical guidance and mentoring to junior desktop support engineers.

Required Qualifications

5+ years of enterprise desktop/end-user computing support experience.
Strong Windows and macOS troubleshooting experience.
Hands-on experience with Microsoft 365 and Active Directory.
Experience with ServiceNow and IT asset management.
Strong troubleshooting skills across endpoint, application, and network issues.
Experience supporting Teams, Webex, and Zoom.
Understanding of endpoint security and IT security best practices.
Strong communication, customer service, and problem-solving skills.
Ability to independently handle complex escalations and prioritize multiple incidents.

Preferred Qualifications

Experience in a Level III or senior desktop support environment.
ITIL or ServiceNow certification.
Experience with endpoint management tools such as Intune, SCCM/MECM, Jamf, or similar platforms.
Knowledge of VPN, DNS, DHCP, TCP/IP, Wi-Fi, and enterprise networking.
Experience supporting large enterprise or highly regulated environments.

Job Tags

Contract work

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