Role Snapshot

Main Responsibilities

Service Desk Support & Ticket Ownership

• Identify, isolate, troubleshoot, and resolve Level 1 and Level 2 IT-related issues.

• Assist Tier 1 support teams with user tickets and provide support directly to client IT teams when required.

• Log, categorize, prioritize, update, and track customer requests using the approved problem-tracking or ticketing platform.

• Escalate problems to Tier 2, Tier 3, internal engineering teams, outside vendors, or client IT resources when additional expertise or authority is required.

• Follow up on assigned requests according to Service Level Agreements and internal service delivery expectations.

• Monitor Service Desk queues to ensure requests are logged correctly, documented clearly, prioritized appropriately, and handled within agreed timeframes.

Endpoint, User & Application Support

• Provide intermediate support for Microsoft productivity applications including Outlook, Word, Excel, PowerPoint, Project, Publisher, Visio, Teams, OneDrive, SharePoint, and related Microsoft 365 applications.Windows 11, basic macOS administration, desktop applications, antivirus/security tools, and remote support utilities.

• Provide first-level hardware support for servers, laptops, desktops, tablets/notepads, mobile phones, printers, and peripheral devices.

• Troubleshoot user profile issues, mapped drives, file share access, print queue problems, remote access, browser issues, application access, and common endpoint problems.

• Analyze and, when appropriate, reproduce reported issues and document the steps required to reproduce, troubleshoot, and resolve them.

Identity Access & Microsoft 365 Administration

• Administer user accounts according to established standards and procedures, including creating new users, disabling or deleting users, and supporting account changes.

• Administer user profiles, including group access, file share access, mailbox access, remote access, and application access based on approved requests.

• Administer user passwords, including assigning temporary passwords and resetting passwords according to security standards.

• Provide second-level support for Microsoft Exchange, Microsoft 365, and Google Workspace administration functions, including user creation and password resets based on approved procedures.

• Document all account, access, password, and administrative actions clearly in the ticketing system.

Monitoring, Remote Tools & Infrastructure Support

• Use remote support, monitoring, and endpoint management tools such as ConnectWise, Autotask, DATTO RMM, SolarWinds, Microsoft SCCM, Microsoft Intune, or similar platforms to investigate and resolve issues.

• Monitor server and application availability and proactively alert internal teams or service providers to critical conditions requiring immediate resolution.

• Provide first-level support for firewall, antivirus, endpoint security, and virus management issues.

• Perform basic troubleshooting of WAN, LAN, TCP/IP, Wi-Fi, VPN, DNS, DHCP, firewall, router, printing, and remote access issues before escalation.

• Maintain awareness of telecommunications and IP telephony concepts where applicable.

Research, Documentation & Communication

• Research technical problems thoroughly and communicate findings, solutions, and next steps consistently and accurately in writing.

• Maintain strong grammar, spelling, tone, and professionalism in ticket notes, client updates, internal documentation, and technical findings.

• Create or improve knowledge base articles, internal procedures, customer-specific notes, and troubleshooting guides when recurring issues are identified.

• Foster excellent working relationships and communications with customers, internal teams, and vendors.

• Handle more than one assignment at once while maintaining accuracy, urgency, professionalism, and attention to detail.

Teamwork, Escalation & On-Call Support

• Coordinate with the Operations Manager, Service Desk Manager, lead consultant / vCIO, managed services team members, vendors, and customer contacts as needed.

• Follow established escalation, change control, security, documentation, time entry, and service desk procedures.

• Accept ownership of assigned problems until they are resolved, escalated, or formally transitioned through the appropriate process.

• Participate in a primary after-hours on-call support role on an ongoing rotation basis.

• Identify opportunities to improve support processes, ticket quality, documentation, automation, customer satisfaction, and operational efficiency.

Decision Making

• Determines appropriate troubleshooting steps, ticket update cadence, priority recommendations, escalation timing, and customer communication for assigned and escalated issues.

• Responsible for escalating calls and tickets to Tier 2, Tier 3, vendors, internal engineering teams, or customer IT resources when resolution requires additional expertise, access, or authority.

• Expected to keep technical processes under regular review and report recommended changes to the Service Desk Manager or Operations Manager.

• Expected to maintain ownership of assigned issues until they are resolved or formally transitioned through the approved escalation path.

Working Relationships & Contacts

Required Qualifications

• Minimum two years of college or equivalent work experience preferred.

• Prior IT support, service desk, desktop support, technical support, managed services, or escalation support experience preferred.

• Professional presentation, phone manner, customer service skills, and ability to communicate clearly with technical and non-technical users.

• Basic understanding of how network environments operate and how applications function within those environments.

• Understanding of Windows desktop administration and basic macOS support.

• Basic understanding of WAN, LAN, TCP/IP, Wi-Fi, VPN, firewall, DNS, DHCP, and remote access concepts

• Experience with Microsoft 365, Exchange Online, Outlook, Teams, Active Directory, password resets, user account changes, file share access, printers, and common desktop applications.

• Experience with remote support tools, monitoring tools, endpoint management tools, or RMM platforms such as ConnectWise Automate, SolarWinds, SCCM, Intune, or similar tools preferred.

Preferred Qualifications

• Microsoft Certification, CompTIA, Fortinet, or endpoint administration certification preferred but not required.

• Experience in a Managed Services Provider environment.

• Experience working with ticketing systems, SLAs, escalation procedures, change control, customer service metrics, and service delivery documentation.

• Experience with Microsoft 365 administration, Google Workspace administration, endpoint security, antivirus tools, and remote access tools.

• Some telecommunications or IP telephony experience preferred.

Work Environment

• Hybrid, remote, office, and onsite customer support depending on customer and business needs.

• Rotational after-hours, weekend, and holiday support may be required.

• Must be flexible to take on other duties as assigned and support changing customer needs.

• Occasional onsite customer support may be required when escalated issues require direct presence.

Core Competencies