IT Service Desk Specialist — First‑Line Support & Access

First PREMIER; Sioux Falls, Northern (SD, KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision coverage

Paid time off

401(k) matching

Volunteer hours

Wellness program

Job summary

PREMIER Bankcard seeks a Service Desk Coordinator to provide first-line technical support for desktop, mobility, and Microsoft 365 applications in a 24/7 on-call environment from Sioux Falls, SD. You will manage user accounts in Active Directory and Microsoft 365, handle MFA, and triage tickets submitted via Freshservice, phone, and email.

The role requires strong English communication, attention to detail, and the ability to work independently in a fast-paced environment.

Qualifications

• Demonstrated ability to use M365 applications and adapt to new technologies.
• Strong written and verbal English communication for end users.
• Ability to work independently with minimal supervision and stay productive.
• Experience with Active Directory, Microsoft 365 and Windows OS basics.
• Familiarity with Freshservice or similar ITSM platforms.
• ITIL exposure is a plus.

Responsibilities

• Respond to and triage Level 1 support tickets via Freshservice, phone, and email.
• Provide technical support for desktop, mobile, and Microsoft 365 applications.
• Provision, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems.
• Manage access requests, group memberships, and MFA configurations.
• Escalate unresolved issues to Level 2 or application teams.
• Document support activities and contribute to the IT knowledge base.
• Communicate service impacts and updates to end users.
• Participate in an on-call rotation for after-hours support and incident response.
• Support onboarding and offboarding with HR and IT teams.
• Ensure compliance with access control policies and IT security standards.

Skills

M365 applications

Communication

Independence

Problem solving

Adaptability

Active Directory

Windows OS

Customer service

Documentation

Freshservice

Azure AD

Okta

ITIL

Education

Associate degree or 2+ years related experience

CompTIA A+ certification

Microsoft 365 Fundamentals

Tools

Azure AD

Okta

Job description

PREMIER Bankcard seeks a Service Desk Coordinator to provide first-line technical support for desktop, mobility, and Microsoft 365 applications in a 24/7 on-call environment from Sioux Falls, SD. You will manage user accounts in Active Directory and Microsoft 365, handle MFA, and triage tickets submitted via Freshservice, phone, and email.

The role requires strong English communication, attention to detail, and the ability to work independently in a fast-paced environment.