Job Summary :
Key Responsibilities

- Provide remote technical support for users working in virtual desktop and Windows-based environments.
- Monitor and manage support queues in Service Now (SNoW) and respond to incidents and service requests in a timely manner.
- Perform outbound day 1 calling and ongoing user support as part of the onboarding process.
- Troubleshoot and resolve issues related to Azure Virtual Desktop (AVD) access, authentication, session stability, and profile persistence.
- Support printer, scanner, fax, and scan workflows, including mapping, connectivity, drivers, and destination validation.
- Assist users with file shares, folder access, drive mapping, file lock issues, recovery requests, and permission troubleshooting.
- Support Microsoft 365, including Outlook, Office apps, One Drive, licensing, activation, and sign-in/token-related issues.
- Troubleshoot access and provisioning requests involving Active Directory, IAM processes, shared folders, printers, and business applications.
- Support local endpoint and thin client issues, including peripheral setup, kiosk/autologin settings, and device configuration.
- Escalate incidents to platform, storage, messaging, security, or application teams when issues require advanced support.
- Maintain accurate ticket documentation, issue categorization, and troubleshooting notes using standard runbooks and procedures.
- Follow organizational security standards, HIPAA requirements, and identity verification procedures.

Required Skills and Experience





- Experience in IT Service Desk, Help Desk, or Desktop Support roles.

Hands-on experience with:

- Service Now (SNoW)
- Azure Virtual Desktop (AVD)
- Ninja One
- N-able
- Active Directory Domain Services (AD DS)
- Microsoft 365 Admin / Office productivity tools
- Amazon Connect or similar calling platforms

Robust understanding of:

- Windows-based environments
- User authentication, password resets, MFA, and access provisioning
- Printer and scanner troubleshooting
- File share and permission management
- Outlook, One Drive, and Office application support
- Ability to diagnose whether issues are user-specific, host-specific, application-specific, or enterprise-wide.
- Strong communication skills in English, with the ability to support users professionally and clearly.
- Ability to work independently in a remote environment with reliable internet access and a Windows computer.
- Familiarity with healthcare IT support environments and HIPAA-regulated processes is preferred.

Work Environment / Coverage

- Remote position
- Coverage required across Central and Eastern time zones
- 24-hour support environment with 3-shift coverage
- English-speaking support required

Equipment / Technical Requirements

- Reliable internet access
- Windows computer
- Ability to access required tools through a browser and remote support platforms

Preferred Qualifications

- Experience supporting healthcare or regulated environments
- Familiarity with structured onboarding and IAM procedures

📌 IT Helpdesk (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru