Help Desk Technician

Job Summary:

This is an in-person, office-based Help Desk Technician position that serves as a first line of support for employees across onsite, remote, and enterprise shared services channels. The role supports local office employees, conference room technology, endpoint hardware, applications, user access, and service desk workflows by quickly identifying issues, resolving problems whenever possible, and escalating complex incidents to the appropriate technology teams such as Network, DNS, Intune, Security, or Infrastructure.

This position partners closely with end users, peer support technicians, and senior IT teams to deliver reliable, customer-first support through clear communication, detailed documentation, strong follow-through, and a consistent support experience across the organization.

Responsibilities Serve as a first line of support for end-user hardware, software, access, and application issues through onsite desk-side/walk-up support, remote support, and enterprise service desk channels.

Provide local office IT support, including deskside assistance, hardware swaps, new-hire setup, and coordination of onsite incidents that require physical presence.

Quickly identify, triage, and resolve workstation, operating system, peripheral, hardware, software, and application issues while minimizing disruption to employee productivity.

Participate in the shared services support model by monitoring and resolving tickets across enterprise queues, meeting service levels, documenting work performed, and coordinating coverage with other support team members.

Escalate incidents to specialized teams such as Network, DNS, Intune, Security, Infrastructure, or other technology owners when appropriate, ensuring each escalation includes detailed notes, completed troubleshooting steps, user impact, urgency, and relevant device or account information.

Serve as a knowledgeable technical resource for peers by sharing troubleshooting guidance, documenting repeatable processes, and helping improve support consistency across the team.

Manage user accounts, permissions, and access within Active Directory, Microsoft Entra  Microsoft 365.Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices.

Support conference and meeting setup, including room readiness, audio/video equipment, and collaboration tools.

Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.

Talents and Abilities Skilled in troubleshooting Windows and macOS operating systems in an enterprise environment.

Skilled in supporting Microsoft 365 applications including Outlook, Teams, One Drive, and SharePoint.

Ability to diagnose and resolve hardware, software, and user issues independently.

Ability to communicate technical concepts clearly to non-technical users while providing timely status updates, setting expectations, documenting details accurately, and explaining next steps in a professional and customer-focused manner.

Knowledge of cloud identity services, Active Directory, Microsoft Entra , and Microsoft 365 management, with experience documenting technical processes and resolutions.

Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.

Experience3–5 years of experience in a customer-facing IT support or help desk role.

Experience supporting a mix of onsite and remote employees in a corporate or enterprise environment.

Demonstrated experience troubleshooting and resolving hardware, software, and application issues across diverse user populations.

Experience working with ticketing systems, remote support tools, and endpoint management solutions.

Experience supporting executive or VIP users in a high-priority support environment is a…