Kyra Jones-Jackson
Navy Vet | Desktop Support Specialist | Raleigh, NC
- Role
- Desktop Support Specialist at TEKsystems
- Location
- Clayton, NC, US
- LinkedIn followers
- 500 followers
About Kyra Jones-Jackson
Currently serving as a Technical Support Engineer at Island Networks, providing on-site…
Experience
Desktop Support Specialist
Jun 2025 — Present
Provide Tier 1 IT support to end users across the organization, serving as the first point of contact for technical issues related to hardware, software, network connectivity, and user accounts. • Utilize ServiceNow ticketing system to log, track, prioritize, and resolve incidents and service requests, maintaining detailed documentation and ensuring compliance with SLA requirements. • Troubleshoot and resolve issues involving Windows workstations, Microsoft 365 applications, VPN connectivity, and peripheral devices through phone, email, and remote desktop tools. • Perform user management tasks in Microsoft Azure Active Directory (AAD), including password resets, user provisioning/deprovisioning, and group assignments. • Deliver outstanding customer service while assisting users with account access, software installations, and general technical inquiries, ensuring a positive support experience. • Assist with onboarding by setting up laptops, configuring user profiles, installing necessary software, and ensuring systems are compliant with IT security policies. • Collaborate with Tier 2/3 teams to escalate and resolve more complex technical issues, and contribute to knowledge base articles to streamline future resolutions.
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