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IT Service Desk Support

Open 55d

Responsibilities

This is a 100% onsite role
Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system
Diagnose and resolve hardware, software, and connectivity issues in a timely manner
Manage and maintain user accounts, permissions, and group policies within Active Directory
Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting
Support basic network troubleshooting
Escalate complex issues to senior IT staff or network engineers when appropriate
Support onboarding and offboarding of employees including workstation setup and account provisioning
Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume
Collaborate across IT Teams
Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks
Deliver consistent, professional service with a strong emphasis on user experience
Participate in a rotating on-call schedule to provide after-hours support coverage

Qualifications

2–5 years of helpdesk or desktop support experience preferred; candidates with demonstrated hands-on ability and a strong work ethic are encouraged to apply regardless of experience level
Working knowledge of Windows OS and Active Directory (user management, group policy, OU structure)
Strong written and verbal communication skills with a customer-first mindset
Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment
Associate's or Bachelor's degree in Information Technology or a related field preferred, but not required
Retail or multi-site support experience is a plus
Travel to store locations as needed for onsite support, troubleshooting, and deployment activities (occasional travel required)

Preferred but Not Required

See also