We are seeking a skilled IT Help Desk Technician to provide technical support to end users and maintain reliable IT operations. This role combines end-user support, hardware repair, and device deployment with administration and troubleshooting of Microsoft 365 services including Entra ID, Intune, Teams, and OneDrive.
The ideal candidate is customer-focused, technically proficient, and experienced in managing endpoint devices, resolving hardware issues, and supporting cloud-based identity and collaboration platforms.
**Job Responsibilities:**
**End-User Support**
* Provide Tier 1--2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
* Diagnose and resolve hardware, software, and network issues via help desk ticketing systems, phone, remote tools, and in-person support.
* Document incidents, service requests, and resolutions in the help desk system.
* Maintain high levels of customer satisfaction and timely resolution of support requests.
**Hardware Repair & Device Management**
* Troubleshoot and repair desktop and laptop hardware issues including components such as RAM, SSDs, batteries, displays, and motherboards.
* Perform imaging, configuration, and deployment of new devices for employees.
* Manage hardware inventory, asset tagging, and lifecycle replacement processes.
* Decommission and securely dispose of outdated hardware.
**Endpoint Deployment & Management**
* Configure and deploy Windows devices using Microsoft Intune and endpoint management policies.
* Support device enrollment, compliance policies, configuration profiles, and application deployment.
* Maintain device security and patch management through Intune and related tools.
**Microsoft 365 Administration & Support**
* Manage user identities and access through Microsoft Entra ID (Azure AD).
* Create, modify, and troubleshoot user accounts, group memberships, and authentication issues.
* Support collaboration tools including Microsoft Teams and OneDrive, resolving sync issues, permissions problems, and configuration concerns.
* Assist with license assignments and Microsoft 365 account management.
**Documentation & Process Improvement**
* Maintain internal IT documentation, knowledge base articles, and troubleshooting guides.
* Identify recurring issues and recommend process or technology improvements.
* Assist with IT projects such as system upgrades, migrations, and security initiatives.
Requirements
**Job Requirements:**
* Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
* 2 years of experience in IT Help Desk, Desktop Support, or similar role.
* Hands-on experience repairing and troubleshooting desktop and laptop hardware.
* Experience deploying and managing devices using Microsoft Intune.
* Experience supporting Microsoft Entra ID (Azure AD) user management and authentication.
* Familiarity with Microsoft Teams and OneDrive administration and troubleshooting.
* Strong knowledge of Windows 10/11 operating systems.
* Experience with ticketing systems and remote support tools.
* Excellent problem-solving, communication, and customer service skills.
**Preferred Qualifications**
* Microsoft certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate or related.
* Experience with Autopilot deployment and device provisioning.
* Familiarity with PowerShell scripting for automation.
* Experience supporting hybrid environments with Active Directory and Entra ID.
* Knowledge of basic networking concepts (DNS, DHCP, VPN).
**Work Environment/Physical Requirements:**
The physical demands are generally light and primarily aligned with office-based work unless visiting operational facilities/sites.
Specific requirements include:
* Ability to lift and move computer equipment (up to ~40 lbs).
* Ability to work under desks or in server/IT rooms when installing or troubleshooting equipment.
* Occasional travel to other offices and job sites as needed.
* Availability for on-call support and occasional after-hours work for maintenance or troubleshooting.
* May require overtime, nights, or weekends based on project needs
