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IT Service Desk Technician

Serenity Info Tech, Inc.Atlanta, GA🇺🇸United StatesPosted 23 Jul 2026

Why This Role Stands Out

Elevate your IT career at Serenity Info Tech, Inc., where you'll gain invaluable experience supporting a dynamic hybrid environment and expanding your technical skillset. This role is perfect for proactive problem-solvers who excel at delivering exceptional customer service and thrive in a collaborative, growth-oriented setting. Seize this opportunity to make a significant impact and advance your professional journey.

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

Job 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.

LOCAL CANDIDATES ONLY - Selected candidates will be expected to work onsite when required.
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 authentication issues.
Hardware Asset Management
Receive, inventory, assign, track, and recover IT assets.
Maintain accurate hardware inventory records within ServiceNow Asset Management.
Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
Assist with inventory audits and asset reconciliation.
Collaboration
Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.
Minimum Qualifications
High School Diploma or GED.
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
OR
Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
Preferred
Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
Experience supporting state or local government environments.
Preferred Technical Experience
Experience supporting:
Microsoft Windows 11
Microsoft 365
Microsoft Teams
Microsoft Outlook
Microsoft Entra ID (Azure AD)
Active Directory
Microsoft Intune
Windows Autopilot
ServiceNow
Cisco Webex
VPN technologies
Multifactor Authentication (MFA)
Network printers
Hybrid cloud environments
Hardware Asset Management (HAM)
Basic Software Asset Management (SAM)
Knowledge, Skills, and Abilities
Strong customer service and communication skills.
Excellent troubleshooting and analytical skills.
Ability to diagnose hardware, software, and network issues.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong documentation and organizational skills.
Ability to explain technical concepts to non-technical users.
Ability to work independently and collaboratively within a team.
Knowledge of ITIL service management principles.
Skill
Required / Desired
Amount
of Experience
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
Required
2
Years
Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure AD
Highly desired
2
Years

Skills

MFA
Active Directory
Azure
Help Desk
Microsoft Outlook
Onboarding
Reconciliation
ServiceNow
Technical Support

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