Key skills
Communication
About this role
Role Overview
- Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues
- Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms
- Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune
- Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup
- Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting
- Support device management, including configuration and maintenance of laptops and mobile devices
- Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience
- Collaborate with internal teams and external IT vendors or managed service providers as needed
- Maintain a high level of customer service, ensuring a positive and supportive experience for all employees
- Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations
Requirements
- 5–7 years of experience in IT support, helpdesk operations, or a related technical support role
- Strong experience with Microsoft 365 administration, including Exchange, Teams, SharePoint, and Intune
- Experience managing user accounts, permissions, and onboarding/offboarding processes in a business environment
- Excellent troubleshooting skills across common hardware, software, and connectivity issues
- Strong verbal communication skills with the ability to explain technical concepts clearly to non-technical users
- Patience and a customer-first mindset, with a willingness to provide hands-on support and guidance
- Experience supporting a remote workforce
- Strong organizational skills and ability to manage multiple requests simultaneously
- Ability to work independently while staying highly responsive and collaborative
- Comfortable working U.S. business hours.