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Job Description & How to Apply Below
Location
Hampton Roads, VA US (Primary)
Category
Information Technology
Job Description
We're seeking a customer focused Tier II 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 Required
- A+ or Network+, Microsoft Certified:
Azure Fundamentals (AZ 900) - Microsoft 365 Certified:
Fundamentals (MS 900) - CompTIA Security+
- Microsoft AVD Certification
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.
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