Service Desk Operations & Ticket Ownership 

• Serve as the primary point of contact for IT support. Answer inbound calls promptly and professionally, and act as the intake point for all issues and requests entering IT. 

• Create, triage, categorize, and prioritize tickets in ManageEngine SDP in accordance with established service levels and ITIL-aligned incident and service request workflows. 

• Own assigned tickets end to end: drive resolution, keep users informed with proactive status updates, and close with complete resolution notes and accurate time entry. 

• Escalate to Tier 2 / Tier 3 with a complete diagnostic picture; symptoms, troubleshooting already performed, affected users, and business impact. 

• Recognize the difference between an isolated issue and an emerging systemic outage and escalate broad-impact events immediately with a clear scope assessment. 

• Contribute knowledge base articles and end-user guidance that shift repeat issues toward self-service resolution. 

• Provide shift coverage that keeps the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts. 

Identity, Endpoint & Microsoft 365 Administration 

• Entra ID: Perform user lifecycle tasks including account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment. 

• Sign-in troubleshooting: Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately. 

• Intune: Enroll, configure, and remediate Windows endpoints; Autopilot enrollment, compliance and configuration policy troubleshooting, application deployment, and remote device actions. 

• Microsoft 365: Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), Teams, and SharePoint / OneDrive sync and permissions. 

• Mobile devices: Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices. 

Network & Systems Troubleshooting 

• Diagnose common connectivity problems across DNS, DHCP, IP addressing, VLANs, and wired and wireless access. This includes basic switch port verification. 

• Support remote access clients end to end: installation, authentication, certificate and profile issues, and connectivity troubleshooting. 

• Perform routine Active Directory tasks and understand how on-premises directory objects synchronize to Entra ID in a hybrid environment. 

• Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms. 

• Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites. 

• Use vendor support channels and internal documentation effectively, and know when a problem belongs with infrastructure, network, or security engineering. 

Process, Documentation & Continuous Improvement 

• Maintain accurate configuration and asset data, including hardware assignment, warranty, and lifecycle status. 

• Document repeatable procedures so that solutions are transferable across the service desk team rather than held individually. 

• Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations. 

• Support IT projects as assigned. This may include endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.