Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system.
Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications.
Set up and manage user accounts, including provisioning, password resets, and access requests.
Escalate complex issues to senior team members with clear documentation of the problem and steps already taken.
Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed.
Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management.
Document common issues and solutions to help build out our internal knowledge base.
Stay curious — research solutions independently and grow your technical skills over time.

1–2 years of experience in IT support, help desk, or a customer-facing technical role (internships and relevant coursework count).
Familiarity with Microsoft 365 environments and common SaaS applications.
Comfortability in setting up user accounts and walking end-users through technical solutions.
Strong problem-solving and troubleshooting instincts.
Excellent interpersonal and communication skills, with patience and a customer-first attitude.
Self-motivated and able to manage multiple requests while working both independently and as part of a team.

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