Description: * Proven experience in the Service Desk area; * Availability to work during one of the following shifts: 2:00 PM to 11:00 PM, 6:00 AM to 3:00 PM, or 10:00 PM to 6:00 AM, Monday through Friday, plus on-call availability on weekends; * Solid knowledge of operating systems; * Basic knowledge of network infrastructure (TCP/IP, DNS, DHCP); * Proficiency with ITSM tools; * Strong verbal and written communication skills, clear and concise. User Support: * Handle calls, emails, and support tickets via telephone and remote access tools, focusing on first-contact resolution and meeting SLA deadlines. * Install and configure software and hardware according to user requirements; * Reset passwords and unlock user accounts; * Diagnose and resolve low- to medium-complexity issues related to hardware, software, operating systems, and applications; * Log and track incidents, ensuring timely and accurate updates in the ticketing system; * Escalate complex issues to higher support levels when necessary; Incident Management: * Implement temporary solutions to minimize incident impact while permanent fixes are being developed; * Document procedures and solutions for future reference; * Contribute to continuous improvement of Service Desk processes and procedures; Technical Knowledge: * Operating Systems: Windows Server (2012, 2016, 2019, 2022), Windows 10/11; * Active Directory: User, group, OU, and Group Policy Object (GPO) creation and management; * Implementation and administration of domain services (DNS, DHCP); * Troubleshooting common AD-related issues (authentication failures, replication problems, GPO conflicts); * Network Protocols: TCP/IP, DNS, DHCP, LDAP; * Stay up-to-date with technologies used within the company; * Participate in training and development programs to enhance technical expertise. 2512070202191703928