Help Desk Technician

Company Description

At Bibliotheca, we believe libraries are essential to vibrant, connect communities, places where curiosity is sparked, access is equal, and everyone can learn, grow, and connect. We are a global technology company dedicated to empowering libraries and their communities. Our mission is to extend access, enhance experiences, and support lifelong learning through innovative, user-focused solutions.

We are seeking a customer-oriented Help Desk Analyst to provide technical internal support for our employees s role serves as the primary point of contact for employees experiencing technical issues with hardware, software, and network systems. You will work with Microsoft 365 applications, Azure infrastructure, and SharePoint systems while supporting our mission to streamline library operations.

• Provide first line technical support to employees via phone, email, chat, and ticketing systems for all IT products and services.
• Administer users within MS Entra and Intune portals.
• Troubleshoot and resolve hardware, software, and network connectivity issues related to Microsoft 365 applications including Exchange, Teams, SharePoint, and Outlook.
• Help administer Azure Active Directory including user account management, password resets, permissions, and group policies.
• First-line Azure infrastructure support includes Azure servers, virtual machines, and cloud-based resources.
• Participate in efforts to rationalize and combine systems like SharePoint to improve organizational efficiency and reduce redundancy.
• Log and document user requests and solutions in our ticketing system, Fresh service.
• Escalate complex or unresolved problems to higher-level support staff or specialists when necessary.
• Install, configure, and maintain computer hardware and software as needed.
• Update and maintain IT knowledge base documentation and self-help resources to assist users with common queries.
• Provide basic technical training to end-users on software and hardware usage.
• Provide frontline support for our 3CX VCC solution.
• Test and evaluate new technologies to improve or update existing systems.

• Education associate or bachelor’s degree in information technology, Computer Science, or related field or equivalent combination of education and 1-3 years of relevant help desk experience.
• Microsoft 365 Suite
• Windows 10/11 Operating Systems and Products
• Azure & Cloud Services
• Share Point
• Network Fundamentals:
  Understanding of DNS, DHCP, IP addressing, and network troubleshooting fundamentals.
• Ticketing Systems:
  Experience with ticketing systems for logging and tracking support requests.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills to interact effectively with non-technical users.
• Customer Service:
  Strong customer service orientation with ability to remain calm and professional under pressure.
• Teamwork:
  Ability to work independently and collaboratively within a team environment.

• Professional certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or Microsoft 365 Certified fundamentals.
• Experience with Multi-Factor Authentication (MFA), Microsoft Intune (Endpoint Manager), and mobile device management enhances security capabilities.
• Knowledge of Power Shell scripting or automation tools enables efficiency improvements and repetitive task automation.

• Strong analytical and problem-solving skills for quick diagnosis of technical issues.
• Strong initiative and learning agility with a readiness to acquire new knowledge and expand skill sets.
• Time management and organizational skills.

Salary Range $45,000- $50,000