Junior Tier II Help Desk Agent Security Clearance

Position: Junior Tier II Help Desk Agent with Security Clearance
We’re seeking a customer focused Tier I Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, One Drive), Windows 10/11, Azure Active Directory/Entra , and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.

Key Responsibilities
* Frontline Incident Response o Answer support tickets and log all interactions in the ITSM system. o Perform initial triage, categorize/severity score incidents, and attempt first contact resolution. o Follow standard operating procedures (SOPs) and knowledge base articles.
* Microsoft 365 End User Support o Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting). o Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance). o Help with SharePoint Online/One Drive (sync issues, permissions requests, file recovery).
* Windows & Device Support o Troubleshoot Windows 10/11 login, profile and application issues. o Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
* Accounts & Access o Process basic account tasks in Azure AD/Entra  (password resets, unlocks, conditional access checks). o Provision standard access per role based access controls (RBAC) and approved workflows.
* Service Requests & Onboarding o Fulfill routine requests (software installs, license assignments, distribution list changes). o Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
* Knowledge & Documentation o Maintain accurate ticket notes and user communications. o Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
* Escalation & Collaboration o Escalate unresolved issues to according to SLAs. o Collaborate with systems administrators, network engineers, and security teams when required

Job Requirements o Bachelor’s degree from an accredited institution o 0–2 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of: o Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive). o Windows 10/11 troubleshooting and user profile fundamentals. o Azure AD/Entra s (password resets, MFA prompts, license assignments). o Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Experience with an ITSM/ticketing tool.
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

Preferred Qualifications
• Experience with Intune (device compliance, app deployments) and SCCM/Config Mgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (Power Shell) for repetitive tasks. Certifications
• A+ or Network+, Microsoft Certified:
Azure Fundamentals (AZ 900), Microsoft 365 Certified:
Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment. Microsoft AVD Certification highly desired We use E-Verify to confirm the identity and employment eligibility of all new hires. Security Clearance Secret Certification Required Job Type Full-time Stratas Corp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.

Stratas Corp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans. Apply to this Job Send to a Friend