Help Desk Technician

Role Overview

• Provide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools.
• Troubleshoot and resolve issues related to: Microsoft 365 applications and services
• Windows 11 operating systems
• MacBook and Dell endpoint devices
• User account access and authentication
• Basic endpoint and application issues
• Administer user accounts and permissions within JumpCloud.
• Support password resets, account provisioning, deprovisioning, and user lifecycle activities.
• Assist with endpoint monitoring, patching, and device management through JumpCloud.
• Support Microsoft Entra ID-connected environments and assist with identity-related troubleshooting.
• Document incidents, requests, and resolutions within the ticketing platform.
• Escalate complex issues to senior technical teams when appropriate.
• Assist with workstation deployments, hardware replacements, and onboarding activities.
• Support continuous improvement efforts related to service delivery and user experience.

Requirements

• 1–3 years of experience in a Help Desk, Service Desk, or Desktop Support role.
• Experience supporting: Microsoft 365
• Windows 11
• End-user devices and peripherals
• Familiarity with: User account administration
• Password management
• Basic identity and access management concepts
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize and manage multiple support requests effectively.

Benefits

• Competitive salary
• Benefits package