IT Support & Service Desk Specialist

Aziro; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Aziro is seeking an IT Help Desk professional to serve as the first point of contact for end users, handling incidents via phone, chat, email, and ServiceNow. You will document, categorize, and prioritize requests, troubleshoot Windows and macOS issues, and support Microsoft 365 applications and network access.

You'll manage user accounts, assist with hardware lifecycles, and escalate complex tickets to Tier 2/3 while maintaining SLAs and contributing to the knowledge base.

Qualifications

• 13 years of experience in a help desk, service desk, or technical support role (internships count).
• Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and basic networking concepts (DNS, DHCP, VPN).
• Strong customer service orientation with clear, patient written and verbal communication.
• Ability to prioritize and manage multiple tickets in a fast-paced environment while meeting SLA targets.
• Basic understanding of ITIL concepts such as incident, problem, and request management.

Responsibilities

• Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.
• Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.
• Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.
• Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.
• Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging, and equipment returns for new hires, transfers, and offboarding.
• Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.
• Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).
• Maintain and contribute to the internal knowledge base, documenting new solutions and updating outdated articles.
• Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.
• Identify recurring issues and escalation trends to leadership to support root-cause and process improvement efforts.

Skills

Customer service

Communication

Ticket prioritization

Problem solving

Adaptability

Ownership

Education

High school diploma or equivalent

Associate's or Bachelor's in IT/CS (preferred)

Tools

ServiceNow

Okta

JAMF

Intune

Active Directory

Job description

Aziro is seeking an IT Help Desk professional to serve as the first point of contact for end users, handling incidents via phone, chat, email, and ServiceNow. You will document, categorize, and prioritize requests, troubleshoot Windows and macOS issues, and support Microsoft 365 applications and network access.

You'll manage user accounts, assist with hardware lifecycles, and escalate complex tickets to Tier 2/3 while maintaining SLAs and contributing to the knowledge base.