Job Description
Job Description
Position Summary:
The Help Desk Technician is responsible for managing daily end-user support and ensuring efficient resolution of incoming technical issues. This role maintains momentum in the ticket queue. The position involves regular interaction with employees across the organization and requires a strong customer-service mindset.
Key Responsibilities:
- Deliver first- and second-level technical support via phone, email, Microsoft Teams, and in person for approximately 350 Windows/Microsoft 365 users.
- Address common support needs including password resets, Office 365 applications, Teams, OneDrive, SharePoint, printer configuration, laptop imaging and deployment through Intune, VPN access, Wi-Fi connectivity, basic network troubleshooting, and account provisioning and de-provisioning.
- Create, update, and resolve tickets using the organization’s ITSM system.
- Escalate complex issues, providing clear documentation of troubleshooting steps taken and findings.
- Support onboarding and offboarding activities including hardware setup, software access, and account management.
- Maintain and track loaner equipment and peripheral inventory.
- Assist with conference room audiovisual equipment.
- Participate in an on-call rotation for after-hours emergency support on a recurring basis.
Required Qualifications:
- Minimum of 2 years of help desk or desktop support experience in a corporate or managed services environment.
- Proficiency with:
- Windows 11 operating systems
- Microsoft 365 administration including user account setup, licensing, Teams, and OneDrive
- Active Directory and Entra ID fundamentals
- TCP/IP networking, Wi-Fi troubleshooting, and VPN configuration
- PC and laptop hardware support, imaging, and deployment
- Strong customer service and communication skills with the ability to assist non-technical users effectively and respectfully.
- Capability to manage competing priorities and maintain composure in a high-demand environment.
- Consistent on-site attendance.
- Understanding of cybersecurity practices including MFA, phishing prevention, and secure handling of data.
- Ability to model and reinforce organizational IT policies and user-education initiatives.
Preferred Qualifications:
- Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals.
- Experience using ticketing or ITSM tools (e.g., Zoho, HubSpot, ServiceNow, Halo, Zendesk).
- Familiarity with Intune/Autopilot, CrowdStrike, or similar enterprise management solutions.
- Experience working in a distribution environment.