Description
Provide Identity & Account Management (IAM) support and Tier 1–2 technical assistance for internal staff. This role focuses on access management, device support, and delivering a high-quality customer experience via phone and ticketing systems.
Responsibilities

+ Provide IAM support: verify user identity, reset passwords, unlock accounts, and guide users to self-service tools

+ Deliver Tier 1–2 IT support for hardware, software, and network issues

+ Troubleshoot and resolve incidents; escalate complex issues as needed

+ Manage and deploy laptops and desktops for staff

+ Fulfill software requests and support application access

+ Document all interactions accurately in ticketing systems

+ Route calls to appropriate teams when necessary

+ Support web-based telephony systems and service request workflows

+ Utilize security tools for account management, encryption, and access control

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