• Handle approximately 10 inbound support calls per day
• Manage and resolve ~10 tickets daily in a ticketing system (ServiceNow preferred)
• Provide timely and accurate updates on all assigned tickets
• Troubleshoot issues related to user access, systems, and connectivity
• Perform basic Active Directory tasks (e.g., password resets, user support)
• Assist with MS MFA setup and troubleshooting
• Support remote users via Teams
• Assist with software installations and deployments (SCCM exposure preferred)
• Troubleshoot VPN connectivity issues (FortiClient preferred)

• Wireless Access Point (WAP) installations and upgrades
• Network switch support
• Server refreshes and hardware-related escalations

• Experience with ticketing systems (ServiceNow preferred)
• Familiarity with MS MFA and account security tools
• Exposure to Intune or Conditional Access
• Experience with SCCM or software deployment tools
• VPN troubleshooting experience (FortiClient preferred)
• Previous customer-facing experience (call center, retail, hospitality)
• IT certifications such as CompTIA A+, Network+, etc.
• Campus IT help desk or internship experience

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.