Job Description: • Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems. • Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates. • Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive. • Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation. • Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments). • Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers. • Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles). • Maintain clear, professional communication with end users throughout the support process. Requirements: • 1+ year of IT Help Desk or technical support experience. • Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms). • Strong communication and customer service skills. • Ability to follow processes and collaborate effectively with remote teams. • Eagerness to learn and grow in cloud administration and endpoint security. • Ability to create and maintain documentation (e.g., KB articles). Benefits: • Health insurance • Professional development • Paid time off Apply tot his job