Information Technology Help Desk Technician

Location: On-site, 5 days per week Department: Information Technology Reports to: IT Manager Employment type: Full-time

We are looking for a hands‑on Help Desk Technician to serve as the first point of contact for end‑user technology support across the organization. This is a fully on‑site role (5 days per week) supporting a Microsoft 365–centered environment with a mixed Windows and macOS fleet, Salesforce, and a range of business applications. The ideal candidate is a strong communicator, a methodical troubleshooter, and comfortable owning tickets end to end — from initial triage through resolution and documentation.

• Provide Tier 1 and Tier 2 support for hardware, software, and connectivity issues via ticketing system, phone, chat, and in‑person walk‑ups.
• Triage, prioritize, document, and resolve support tickets, escalating appropriately when needed and keeping users informed throughout.
• Support, configure, and troubleshoot both Windows and macOS workstations and laptops.
• Administer and support Microsoft 365 — including Exchange Online / Outlook, Teams, One Drive, SharePoint, and user/license management in Entra  (Azure AD).
• Provide Salesforce end‑user support and light administration: user setup and deactivation, permission/profile assignment, password and login issues, and case triage.
• Perform employee onboarding and offboarding: provision accounts, image and deploy devices, configure access, and reclaim equipment.
• Maintain endpoint protection with basic EDR/antivirus administration — monitoring alerts, verifying agent health, running scans, and remediating flagged devices.
• Support email security and deliverability
  , including a working understanding of SPF, DKIM, DMARC, and MX records, plus spam/phishing filtering and quarantine review.
• Set up and support conference rooms and A/V equipment (e.g., Zoom Rooms, displays, and peripherals) for meetings.
• Track and maintain IT asset inventory, including hardware assignments and lifecycle status.
• Create and maintain internal documentation, knowledge base articles, and how‑to guides for end users.

• 2+ years of experience in a help desk, desktop support, or IT support role.
• Hands‑on troubleshooting experience with both Windows and macOS in a business environment.
• Working knowledge of the Microsoft 365 admin experience (Exchange Online, Teams, One Drive/SharePoint, user and license administration).
• Experience providing Salesforce support and/or basic administration (user management, cases, permissions).
• Familiarity with EDR/antivirus tools — installing agents, reviewing alerts, and performing basic remediation.
• Understanding of email security fundamentals (SPF, DKIM, DMARC, MX) and how they affect mail flow and deliverability.
• Strong customer‑service orientation with clear written and verbal communication.
• Ability to work fully on‑site, five days per week.

• Experience with an RMM / endpoint management platform (e.g., Ninja One, Intune) and remote support tools.
• Experience with email migrations and tenant‑to‑tenant moves.
• Basic networking knowledge (DNS, DHCP, VPN, Wi‑Fi troubleshooting).
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Fundamentals (MS‑900).
• Experience supporting conference‑room / A/V systems.

• On‑site presence required five days per week.
• Occasional lifting and moving of computer equipment (up to ~40 lbs).
• Some tasks require crouching, reaching, or working under desks to connect and service equipment.