Advanced Service Desk Technician

What you'll do

• Serve as the first point of contact for customers requesting technical assistance by phone or email.
• Take ownership of assigned tickets and drive them to resolution within the Service Desk scope.
• Use remote support tools, structured diagnostic methods, and targeted questions to identify issues and guide customers through the resolution.
• Troubleshoot Windows 11 desktops and laptops, Microsoft 365 applications and services, approved business applications, printers and print services, peripherals, mobile devices, account access, licensing, and basic network connectivity.
• Troubleshoot supported business applications by following documented procedures and escalating vendor-specific or advanced application issues when appropriate.
• Perform approved administration and troubleshooting in Microsoft 365, Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, virtual desktop technologies, and related management portals within the access and procedures provided for the role.
• Perform approved user administration tasks, including password resets, MFA support, account unlocks, and group membership changes.
• Follow documented procedures, knowledge articles, scripts, and approved automation when resolving issues.
• Maintain complete and accurate ticket notes covering the reported symptoms, diagnostic questions, actions taken, customer communication, and final resolution.
• Contribute to knowledge base improvements, process documentation, and ongoing training to support continuous improvement across the Service Desk.
• Prioritize and manage multiple tickets while meeting service levels, documentation standards, and customer service expectations.
• Deliver a positive customer experience by communicating professionally, setting clear expectations, and providing timely updates throughout the support process.
• Keep customers informed, set clear expectations, and handle concerns calmly and professionally.
• Complete the required diagnostics and documentation before handing off issues involving server, network, security, backup, telephony, or complex platform work.
• Collaborate with Service Desk and specialist teams to maintain continuity through escalation and resolution.

What you'll need

• At least four years of full-time experience in a service desk, help desk, desktop support, or technology solutions environment.
• Proven hands-on troubleshooting experience as a frontline technician in a high-volume support environment.
• Experience supporting Windows 11 and Microsoft 365 applications and services.
• Hands-on experience administering Microsoft 365, plus experience with one or more endpoint management or virtual desktop technologies such as Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, or VDI.
• Experience using a service management or ticketing platform to log, prioritize, update, resolve, and document support requests.
• Strong spoken and written English, a clear phone presence, and the ability to explain technical steps in language the customer can follow.
• Strong technical writing skills, including concise documentation of diagnostics, actions, resolutions, and next steps.
• Structured problem-solving skills, sound judgment, attention to detail, and the ability to ask effective diagnostic questions.
• Strong customer service and de-escalation skills, with patience, ownership, and professionalism.
• Ability to manage multiple tickets, learn quickly, and remain effective in a fast-paced environment.
• A college degree is not required; relevant experience and demonstrated technical ability will be prioritized.

Preferred experience

• Experience working for a managed service provider or in another multi-customer support environment.
• Experience with ConnectWise or a comparable service management and ticketing platform.
• Broader hands-on experience across Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, virtual desktop technologies, and basic PowerShell.
• Relevant technical certifications, such as CompTIA A+ or Network+, Microsoft Windows 11 or Microsoft 365 certifications, Azure Fundamentals, or Azure Administrator Associate.