Junior Service Desk Technician

About the Role

CI Azumano is seeking a motivated and customer-focused Junior Service Desk Technician to join the Corporate Technology mission of achieving Excellence Beyond Expectation. This position is instrumental in troubleshooting, diagnosing, and resolving hardware and software issues for internal users.

Key Responsibilities

• Service Desk:
• Provide tier one, first level technical support by phone, email, and chat for IT service related issues.
• Triage, prioritize, and work service desk tickets with some oversight.
• Troubleshoot and resolve hardware, software, networking, and security issues.
• Assist with headphone audio issues and Call Center login issues.
• Assist with the configuration of group Outlook mailboxes and staff email configuration issues.
• Monitor alerts from Office 365, DLP, vulnerabilities, and remote management tools; proactively create tickets and address issues.
• Troubleshoot network connectivity from agent remote office locations.
• Document, categorize, and prioritize tickets in ticketing systems.
• Proactively respond, escalate, and follow up on issues until closure.
• Fully document steps to address each ticket to improve future closure rates.
• Build a reference library of common fixes.
• Engage with business partners and end users to minimize downtime, impact to operations, and maintain positive professional relationships.
• Provide differentiated service levels to VIPs.
• Champion a professional demeanor with customers, colleagues, and management.
• Maintain ticket SLA goals and customer satisfaction goals on all tickets and projects.
• Provision Computers:
• Assist with the provisioning of new computing assets for staff.
• Properly triage, prioritize, plan, and time-phase computing setups to correspond with the scheduled needs of new hires.
• Consistently use configuration checklists to ensure 100% accurate delivery of computing components.
• Update inventory ensuring proper configuration management of company assets.
• Pack and ship new computers, monitors, and peripherals.
• Build new corporate image on new computers.
• Configure hardware, software, provision licensing, and assist with the enrollment of MFA for new staff members.
• Validate installation of remote management tool and endpoint security agents.
• Accomplish off-boarding tasks within limited time frames.
• Training Preparation and Setup:
• Setup computing equipment for training sessions.
• Establish and manage computer profiles for new trainees.
• Coordinate PC setup with the Travel Technology organization.
• Setup and troubleshoot network connectivity for training class members.
• Assist with troubleshooting connectivity or computing equipment performance issues.
• Infrastructure Environment:
• Configure company software, hardware, and network and maintain that configuration baseline through disciplined Change Management processes.
• Recommend notifications and alerts based upon SLAs.
• Troubleshoot printer/fax/scanner, replace toner, troubleshoot staff printing issues.
• Assist staff with access to storage devices, OneDrive, SharePoint, and Teams access.
• Monitor the operating environment and escalate common issues and lessons learned for continuous improvements.
• Assist with refining policy and standard operating procedure (SOP) documentation.
• Cybersecurity:
• Support configuration of network, software, and hardware controls to comply with NIST 800-171 cybersecurity requirements.
• Support compliance with the configuration of company technology Payment Card Industry (PCI), Personally Identifiable Information (PII), and Personal Health Information (PHI) data security compliance requirements.
• Research and document Data Loss Prevention (DLP) non-compliances and escalate as appropriate.
• Enforce password changes.
• Setup and troubleshoot VPN clients on staff computers.
• Escalate incidents and vulnerabilities for proactive mitigation.

Requirements & Tech Stack

• Microsoft operating systems
• Desktop Builds (image, software, licensing, inventory management, shipping)
• New User Provisioning
• Windows Operating System desktop management
• Password Management, and MFA enrollment
• Office 365 Tenant (Exchange, Word, Excel, Teams, SharePoint, Entra/Purview)
• Active Directory and Security Groups
• VPN Management
• Networking
• Security
• Office 365
• DLP
• Remote management tools
• OneDrive
• SharePoint
• Teams
• NIST 800-171
• PCI
• PII
• PHI
• VPN clients

Qualifications

• Bachelor's degree in computer science or engineering.
• Candidates with a high school diploma, associate degree with technical certifications (Microsoft, CompTIA, Security+) will be considered.
• Comfort troubleshooting issues to closure.
• Experience configuring workstations, software, and hardware.
• Experience in a customer-facing service role.
• Willingness to learn, adaptive, intellectually curious, professional, respectful, mission-oriented, enthusiastic, and committed team member.
• Excellent communication skills, both verbal and written with a strong sense of urgency.
• Ability to pass successful background screening.
• Ability to work Night Shifts if Needed (surge, rotational, or as needed).