Desktop Support Engineer

Aziro; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Aziro is seeking a L1 Service Desk Analyst to support end users with Windows and macOS environments, Microsoft 365 apps, and identity services such as Active Directory and Okta. The role focuses on incident handling, ticket management, SLA adherence, and clear user communication.

Exposure to Intune/JAMF and PowerShell is a plus, with opportunities to streamline IT processes and improve knowledge bases. This position is ideal for a customer-focused IT professional building their help desk career.

Qualifications

• Experience in IT Help Desk or Service Desk environments.
• Proficiency with ServiceNow incident and ticket management, SLA management, and customer support.
• Familiarity with end-user computing: Windows, macOS, Microsoft 365 apps, and device support.
• Knowledge of IAM basics: Active Directory, Okta, user provisioning/deprovisioning, password resets, MFA.
• Networking basics: VPN, DNS/DHCP, connectivity troubleshooting.

Skills

Customer Support

Troubleshooting

Documentation

Prioritization

Escalation Handling

Tools

ServiceNow

Windows

macOS

Microsoft 365

Active Directory

Okta

VPN

MFA

Intune

JAMF

Azure AD

PowerShell

Job description

L1 Service Desk Analyst with ServiceNow, Windows/macOS, Microsoft 365, Active Directory/Okta, VPN/MFA, and end-user support experience; exposure to Intune/JAMF, Azure AD, and PowerShell is a plus." Must-Have:

• Service Desk: IT Help Desk/Service Desk, ServiceNow, Incident & Ticket Management, SLA Management, Customer Support
• End User Computing: Windows, macOS, Microsoft 365 (Outlook, Teams, SharePoint), Laptop/Desktop Support, Printers, Mobile Devices
• IAM: Active Directory, Okta, User Provisioning & Deprovisioning, Password Resets, MFA
• Networking: VPN, Basic DNS/DHCP, Network Connectivity Troubleshooting
• Professional Skills: Communication, Troubleshooting, Documentation, Prioritization, Escalation Handling

Nice-to-Haves

• Endpoint Management: Intune, JAMF, Laptop Imaging, Asset Management
• Cloud & Automation: Azure AD (Entra ID), PowerShell
• ITSM & Process: ITIL, Knowledge Base Management, Process Improvement
• Workplace Support: Onboarding/Offboarding, AV & Conference Room Support
• Certifications: CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals