remote
Service Desk Technician - Lutz
Software Engineer
Provide first‑line IT support by diagnosing and resolving hardware, software, and network issues, managing user accounts, and handling service tickets using tools like ServiceNow and Active Directory.
About the role
Key Responsibilities
- Serve as the initial point of contact for internal users, responding to phone, email, and ticket requests.
- Troubleshoot and resolve hardware, software, and peripheral issues on Windows workstations and laptops.
- Manage user account lifecycle tasks, including creation, modification, and deactivation in Active Directory and Office 365.
- Document incidents, resolutions, and knowledge‑base articles in the ticketing system (e.g., ServiceNow).
- Assist with basic network connectivity problems, VPN setup, and printer/scanner support.
- Escalate complex problems to senior IT staff while maintaining clear communication with end users.
Requirements
- 2+ years of experience in a service desk or technical support role.
- Proficiency with Windows 10/11, Active Directory, and Office 365 administration.
- Experience using ticketing platforms such as ServiceNow or similar.
- Strong problem‑solving skills and ability to communicate technical concepts to non‑technical users.
- Basic understanding of networking concepts (TCP/IP, DNS, VPN) and hardware components.