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Programming & Development technical support / help desk (hardware / software)

IT Support Specialist

$20/hr Starting at $25

  • Administer and manage user accounts in Active Directory and Azure AD (Microsoft Entra ID) for a user base of 1,000+ employees across multiple global sites, covering provisioning, deprovisioning, password resets, role assignments, MFA enrollment, group-based licensing, and conditional access policies.
  • Serve as primary Tier 1 and Tier 2 point of contact for IT incidents and service requests via the Remedy/ServiceNow ticketing system, consistently maintaining SLA compliance above 95% and ensuring accurate documentation aligned with ITIL 4 frameworks.
  • Resolve an average of 80–100 tickets per week covering hardware, software, VPN, and remote desktop (RDP) connectivity issues for on-site and remote employees, achieving a first-contact resolution rate of 85%+.
  • Collaborate with infrastructure and security teams to manage access control policies, enforce least-privilege principles, and support quarterly access recertification audits — reducing orphaned account risk by 30%.
  • Leverage AI tools (Claude, ChatGPT, Microsoft Copilot) to improve support efficiency, draft knowledge-base articles, and streamline repetitive diagnostic workflows, reducing average ticket handle time by 20%.

About

$20/hr Ongoing

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  • Administer and manage user accounts in Active Directory and Azure AD (Microsoft Entra ID) for a user base of 1,000+ employees across multiple global sites, covering provisioning, deprovisioning, password resets, role assignments, MFA enrollment, group-based licensing, and conditional access policies.
  • Serve as primary Tier 1 and Tier 2 point of contact for IT incidents and service requests via the Remedy/ServiceNow ticketing system, consistently maintaining SLA compliance above 95% and ensuring accurate documentation aligned with ITIL 4 frameworks.
  • Resolve an average of 80–100 tickets per week covering hardware, software, VPN, and remote desktop (RDP) connectivity issues for on-site and remote employees, achieving a first-contact resolution rate of 85%+.
  • Collaborate with infrastructure and security teams to manage access control policies, enforce least-privilege principles, and support quarterly access recertification audits — reducing orphaned account risk by 30%.
  • Leverage AI tools (Claude, ChatGPT, Microsoft Copilot) to improve support efficiency, draft knowledge-base articles, and streamline repetitive diagnostic workflows, reducing average ticket handle time by 20%.

Skills & Expertise

Chat SupportDesktop SupportEmail SupportHelp DeskIT Service ManagementTechnical Support

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