What You’ll Do:
Provide First-Class IT Support
· Answer and manage incoming support calls with patience and professionalism.
· Troubleshoot common IT issues, including password resets, account unlocks, and Wi-Fi connectivity.
· Guide users through tech setups like Microsoft Authenticator on iPhones.
Manage Tickets & Appointments
· Create and track IT support tickets using ConnectWise.
· Schedule follow-ups based on customer needs and urgency.
Basic IT Troubleshooting
· Assist with hardware and software issues.
· Reset passwords and unlock accounts in Active Directory (AD).
· Walk users through Wi-Fi and mobile hotspot setups.
What We’re Looking For:
- 1+ years of work experience with Active Directory
- Strong verbal communication skills – You can break down tech jargon into easy-to-follow steps.
- Experience with IT service and ticketing systems (ConnectWise preferred).
- Basic troubleshooting knowledge (password resets, Wi-Fi, device management).
- Customer-focused mindset – You stay cool under pressure and provide empathetic support.
- Familiarity with Microsoft Authenticator, Active Directory, and mobile device management.
Bonus Points If You Have:
Prior experience in an IT support or help desk role.
Basic networking knowledge (Wi-Fi, hotspots, etc.).
Experience handling customer inquiries in a fast-paced environment.