Help Desk Technician
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Job Description
Help Desk Technician providing Tier 1 technical support for end users. Focus on Microsoft 365, Windows, and endpoint technologies for a technology company.
Responsibilities:
- 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
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