Desktop Support Specialist Ticketing

Core Responsibilities

• ServiceNow Operations: Manage L2 ticket resolution, escalations, and SLA tracking; contribute actively to KB articles and workflow optimization.
• Okta Administration: Handle identity lifecycle (onboarding/offboarding), MFA resets, SSO application provisioning, and access policies.
• Microsoft 365 Management: Administer Exchange Online, Teams, OneDrive, SharePoint permissions, and user licenses via M365 Admin Center / Entra ID.
• Endpoint Support: Provision, patch, and troubleshoot Windows 10/11 and macOS devices using Intune/MDM tools; resolve network, VPN, and hardware issues.

Key Requirements

• Experience: 4–6 years of hands-on L2/L3 desktop and end-user support in enterprise environments.
• Ticketing: Hands-on experience with ServiceNow Incident, Request, and Change Management modules.
• IAM & Cloud: 2+ years supporting Okta (MFA, SSO) and Microsoft 365 administration.
• Certifications (Good to Have): Okta Certified Professional, Microsoft MD-102 / MS-900, or ITIL v4.