IT Service Desk Technician

**NOTE:** * **Send your resume to** **recruiting@coventek.com** * **LOCAL CANDIDATES ONLY \- Selected candidates will be expected to work onsite when required.** * **Hybrid** **Short Description:** Under general supervision, provides assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email, or from remote locations. **Complete Description:** The IT Service Desk Technician provides first\- and second\-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment. **Essential Duties and Responsibilities:** **Customer Support** * Serve as the first point of contact for IT incidents, service requests, and technical inquiries. * Provide remote, phone, email, chat, and desk\-side technical support to end users. * Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues. * Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers. * Deliver outstanding customer service while meeting established Service Level Agreements (SLAs). **Incident, Request \& Problem Management** **Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.** * Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management. * Document troubleshooting steps, resolutions, and knowledge articles to improve service quality. * Monitor ticket queues and ensure timely follow\-up and closure. **Endpoint \& Device Support** * Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot. * Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications. * Support printers, scanners, webcams, docking stations, and other peripheral devices. * Perform workstation moves, adds, changes, and equipment replacements. **Identity \& Access Management** * Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory. * Manage password resets, Multi\-Factor Authentication (MFA), and account lockouts. * Assist with onboarding, offboarding, and access provisioning activities. **Microsoft 365 Support** * Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services. * Assist users with collaboration tools and cloud\-based productivity applications. * Troubleshoot synchronization, licensing, and authenticatio