Help Desk Technician

Description
We are seeking a Help Desk Technician to support users across multiple locations statewide in a fast-paced, high-volume environment. This role provides frontline technical support for approximately 10,000 users, troubleshooting a mix of hardware, software, and connectivity issues.
Overview
You’ll handle a variety of support requests ranging from password resets and email issues to network connectivity and device troubleshooting. The environment primarily includes Windows 10/11, Microsoft 365, and Active Directory.
Responsibilities

+ Provide Tier 1 technical support via phone and remote tools

+ Troubleshoot Windows 10/11, Office 365, email, and network issues

+ Resolve common incidents such as password resets, connectivity problems, and hardware issues

+ Document and track tickets using Ivanti

+ Maintain strong customer service standards in a call-center environment

+ Meet help desk performance metrics (call ...

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