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[ Tier 1 ] Service Desk Technician
GovCIO • Full time
Oct 2023 - Feb 2026 • 2 yrs 4 mos
Provided Tier 1 technical support in a government IT environment, troubleshooting Windows, Microsoft 365, account access, VPN, MFA, networking, and endpoint issues. Worked with Active Directory, Microsoft 365 administration, Azure-related services, Citrix, remote support tools, and enterprise ticketing workflows. Diagnosed hardware, software, authentication, and connectivity issues while documenting resolutions and supporting users remotely. Participated in large-scale incident response, including endpoint recovery during the CrowdStrike outage.