Provide service desk support for unclassified and classified services.
Monitor and respond to requests via phone, email, and tickets; ensure timely resolution.
Escalate complex issues with IT; document, track, and resolve incidents and problems.
Coordinate with Customer Representatives to resolve events and incidents per ITIL processes.
Verify resolution with customer before closing the ticket; provide a post-incident report.
Generate and maintain weekly/monthly service desk metrics for reporting.

🎯 Requirements

IAM I (CAP, CND, Cloud+, GSLC, or Security+ CE); ITILv4 (desired)
Minimum 2 years in a help desk or technical support role
Strong analytical/problem-solving abilities
Excellent verbal and written communication; ability to work with non-technical users
Experience with Windows, Microsoft Office, and Remedy

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