Service Desk Technician

SERVICE DESK TECHNICIAN (REMOTE – EST HOURS)
We’re looking for a Service Desk Technician to join a fast-paced, enterprise IT environment supporting a large and growing user base. This is a fully remote role (EST hours) where you’ll be the first line of support for end users, helping resolve technical issues, manage user accounts, and keep day-to-day operations running smoothly.

This role is ideal for someone who enjoys problem-solving, thrives in a high-volume support setting, and wants exposure to a wide range of technologies across a modern Microsoft-based environment.

What You’ll Bring

3+ years of experience in a Service Desk or Help Desk (Tier 1) role
Hands-on experience with Active Directory and/or Azure (user creation, permissions, offboarding)
Strong experience supporting Microsoft 365 (O365) in an enterprise environment (500+ users)
Proven ability to troubleshoot Microsoft Office applications and end-user issues
Experience setting up new PCs and migrating user data
Comfortable providing support over the phone and working directly with end users
Strong documentation skills (ticket updates, knowledge base contributions)
Experience working in a ticketing system (ServiceNow or similar preferred)
Ability to manage multiple priorities and work independently in a remote setting

Bonus Experience

Experience with ServiceNow, Ninja RMM, or similar tools
Exposure to Azure-based environments and cloud infrastructure
Experience issuing licenses and managing identities in O365
Background supporting a wide variety of applications (not siloed)
Experience contributing to IT projects or process improvements
Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft/O365 certs)

What You’ll Do

Provide Level 1 remote IT support via phone and email for a large user base (1,700+ users)
Troubleshoot hardware, software, and access-related issues across a Microsoft environment
Handle onboarding and offboarding of user accounts in Active Directory/Azure
Manage O365 tasks including license assignment, identity creation, and app support
Perform initial triage of incoming tickets and escalate when appropriate
Set up new user workstations and assist with data migration
Document issues, resolutions, and processes clearly within the ticketing system
Collaborate with internal teams and external vendors to resolve issues
Support a variety of applications and systems in a dynamic, non-siloed environment

Additional Details

Fully remote (must be able to work 9:00 AM – 6:00 PM EST)
Long-term contract opportunity with consistent hours
High-impact role supporting a large, enterprise-level environment

TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.#LI-KG1