onsite
Help Desk / Windows Support - Prominent Edge LLC
Software Engineer
Provide frontline technical support for Windows environments, troubleshooting hardware, software, and network issues while maintaining high customer satisfaction and adhering to ITIL best practices.
About the role
Key Responsibilities
- Respond to and resolve Tier 1 and Tier 2 support tickets for Windows desktop, laptop, and peripheral devices.
- Diagnose and troubleshoot operating system, application, and network connectivity problems using remote tools and on‑site visits.
- Manage user accounts, group policies, and permissions in Active Directory, including password resets and access provisioning.
- Automate routine tasks with PowerShell scripts and maintain documentation of procedures and solutions.
- Collaborate with cross‑functional teams to implement system upgrades, patches, and security controls.
Requirements
- 3+ years of experience in Windows support or help desk roles.
- Strong knowledge of Windows 10/11, Office 365, and Microsoft Endpoint Manager.
- Proficiency with Active Directory, Group Policy, and PowerShell scripting.
- Familiarity with ITIL framework and ticketing systems (e.g., ServiceNow).
- Excellent communication skills and a customer‑centric mindset.
Skills
active directoryitil