Respond to support requests via phone, email, and ticketing system in a professional and timely manner
Provide hands-on and remote support for desktops, laptops, mobile devices, and peripherals (Windows)
Support user onboarding/offboarding—including account setup, hardware provisioning, and documentation
Troubleshoot common issues related to Microsoft 365, printers, and file access (Egnyte)
Provide white-glove support with a focus on fast, friendly and effective solutions
Administer and troubleshoot Microsoft Intune for endpoint configuration, policy deployment, and compliance
Manage identity, security groups, and device access through Entra ID / Azure Active Directory
Set up, maintain, and troubleshoot Microsoft Teams Room systems and AV hardware
Provide support for Egnyte file-sharing platform including user access management and sync issues
Resolve escalated networking issues (basic switch/Wi-Fi setup, DNS, DHCP, IP configuration)
Enforce and support security practices including multi-factor authentication (MFA), encryption, and patching
Provide set-up and ongoing support for Microsoft Teams Rooms, video conferencing and AV equipment
Monitor and respond to alerts related to endpoint compliance, antivirus, and patching
Additional duties as assigned

3-5 years in a help desk or IT support role, with experience handling both Level 1 and Level 2 issues
Strong communication skills and a customer-centric approach to support
Familiarity with Microsoft 365, Entra ID / Azure AD, and Intune
Experience supporting Microsoft Teams Room setups
Basic networking knowledge: IP addressing, DNS, DHCP, switches, and Wi-Fi connectivity
Understanding of cybersecurity fundamentals (e.g., endpoint protection, MFA, secure access and patch management)
Experience supporting Egnyte or similar cloud file-sharing platforms
Familiarity with hybrid environments and VPN configurations a plus
Familiarity with printer and peripheral troubleshooting
Working knowledge of remote support tools (e.g., TeamViewer, Quick Assist, AnyDesk, Ninja)
Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar a plus
Experience in hybrid or remote-first environments
Ability to document processes and contribute to a shared knowledge base

IT Help Desk

Key skills