Job Description:
We’re seeking a customer focused Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.
Key Responsibilities
- Frontline Incident Response
o Answer support tickets and log all interactions in the ITSM system.
o Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
o Follow standard operating procedures (SOPs) and knowledge base articles.
- Microsoft 365 End User Support
o Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
o Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
o Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
o Troubleshoot Windows 10/11 login, profile and application issues.
o Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
o Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks)
o Provision standard access per role based access controls (RBAC) and approved workflows.
- Service Requests & Onboarding
o Fulfill routine requests (software installs, license assignments, distribution list changes).
o Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
- Knowledge & Documentation
o Maintain accurate ticket notes and user communications.
o Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
- Escalation & Collaboration
o Escalate unresolved issues to Tier II/III according to SLAs.
o Collaborate with systems administrators, network engineers, and security teams when required
Job Requirements
5+ years in an IT support/help desk role (or equivalent practical experience).
o Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
o Windows 10/11 troubleshooting and user profile fundamentals.
o Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
o Core networking concepts (DNS, DHCP, VPN) at a basic level.
- Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID).
- Intune/Endpoint Manager; SCCM (as applicable).
- Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
- Endpoint security/AV (Defender for Endpoint or equivalent).
- Strong customer service, communication, and documentation skills.
- Clear verbal/written communication; ability to explain technical concepts simply.
- Time management and prioritization under SLA guidelines.
- Attention to detail; consistent documentation practices.
- A personal growth mindset—willingness to learn and improve.
Preferred Qualifications
- Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
- Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
- Scripting exposure (PowerShell) for repetitive tasks.
Certifications Required
- Microsoft 365 Certified: Fundamentals (MS 900)
- CompTIA Security+
Certifications Desired
- CND or GSEC or GFACT
- Microsoft Certified: Azure Fundamentals (AZ 900)
- Microsoft AVD Certification
We use E-Verify to confirm the identity and employment eligibility of all new hires.
