Service Desk Analyst - Morrisville - Yochana

    Yochana
    Yochana Morrisville

    2 days ago

    $42,000 - $65,000 (USD) per year *
    Description

    Job Position : Service Desk L1

    Location : Morrisville NC (onsite)

    Job Description

    • Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow).
    • Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support.
    • Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP.
    • Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration.
    • Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems.
    • Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks.
    • Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues.
    • Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
    • Maintain clear and professional communication with end users and update tickets with accurate notes.
    • Follow SOPs, adhere to security policies, and contribute to knowledge base improvements.
    • Knowledge in identifying desktop, laptop, and printer issues.

    Eligibility, Knowledge, Skills & Experience

    • 1–5 years in a Service Desk or in an IT Support role.
    • Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting.
    • Phone support experience is mandatory.
    • Experience in Technical helpdesk or technical call center support is required.
    • Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
    • Familiarity with ticketing tools like ServiceNow or Jira Service Management.
    • Excellent communication, customer service capability, and problem-solving skills.
    • Ability to follow processes and work in a structured SLA-driven environment.
    • A proactive mindset with the ability to make a meaningful impact.
    • Customer focused with the eagerness to learn and grow continuously.
    • A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.
    * This salary range is an estimation made by beBee
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