Help Desk Technician

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.