Apptad- Service Desk Analyst Level 1 at Apptad Inc

Job Position : Service Desk L1 Location : Morrisville NC (onsite) Job Description Provide first-level technical support via phone email chat or ticketing tools (Jira / ServiceNow). Troubleshoot Windows 11 issues including login problems performance issues system configuration errors and printer/peripheral support. Manage user accounts in Azure Active Directory including password resets account unlocks license assignments and group membership updates as per SOP. Support Microsoft 365 applications-Outlook Teams OneDrive SharePoint-covering login errors sync issues and basic configuration. Handle MFA (Multi-Factor Authentication) and password reset issues authenticator setup and related access problems. Provide basic VPN support including connectivity troubleshooting user login issues and network checks. Support devices through MDM/Intune including device enrollment compliance alerts and application deployment issues. Log classify prioritize and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity. Maintain clear and professional communication with end users and update tickets with accurate notes. Follow SOPs adhere to security policies and contribute to knowledge base improvements. Knowledge in identifying desktop laptop and printer issues. Eligibility Knowledge Skills & Experience 1 5 years in a Service Desk or in an IT Support role. Strong knowledge of Windows 10/11 O365 Teams Outlook and general end-user troubleshooting. Phone support experience is mandatory. Experience in Technical helpdesk or technical call center support is required. Hands-on experience with Azure AD Intune/MDM MFA and VPN support. Familiarity with ticketing tools like ServiceNow or Jira Service Management. Excellent communication customer service capability and problem-solving skills. Ability to follow processes and work in a structured SLA-driven environment. A proactive mindset with the ability to make a meaningful impact. Customer focused with the eagerness to learn and grow continuously. A competitive spirit with a drive to excel and willing to work in 24/7 operational environment. Key Skills Cluster,IT,B2C,Key Account,AutoCAD Drafting Employment Type : Full Time Experience: years Vacancy: 1