Incident Resolution: Handle critical, escalated business tickets and resolve complex technical problems across Windows, macOS, and mobile endpoint devices.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nMentorship: Guide and train junior service desk staff, helping them improve first-call resolution rates.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nProcess Automation: Write and maintain PowerShell or shell scripts to automate repetitive administrative tasks and troubleshooting.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nSystem Management: Maintain the configuration management database (CMDB), track hardware/software asset lifecycles, and handle access provisioning via Active Directory or Azure AD.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nSLA Monitoring:
Track performance metrics like resolution time and customer satisfaction to meet operational level agreements.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n
Skill Requirements
Technical Knowledge: Advanced troubleshooting for operating systems, TCP/IP networking, DNS, DHCP, VPN, and Microsoft Intune or MDM tools.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nPlatforms: Familiarity with IT service management platforms like ServiceNow, Jira, or HP Service Manager.\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\n\\\\\\\\\\\\\\\\r\\\\\\\\\\\\\\\\nCertifications: Preferred credentials include ITIL (v3 or v4), Microsoft certifications, or CompTIA A+