Help Desk Technician

Position Overview

Metro Sys is seeking a customer-focused Help Desk Technician I to provide frontline technical support for a growing and modern end-user environment. This role is responsible for supporting users across Windows, Microsoft 365, Jump Cloud, and endpoint technologies while delivering exceptional customer service and timely issue resolution.

The ideal candidate has experience supporting end users in cloud-first environments and is comfortable troubleshooting common workstation, account, and productivity application issues. This position offers an excellent opportunity for someone looking to grow their IT career while gaining exposure to modern identity management and endpoint management platforms.

• Provide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools.
• Troubleshoot and resolve issues related to:
  • Microsoft 365 applications and services
  • Windows 11 operating systems
  • Mac Book and Dell endpoint devices
  • User account access and authentication
  • Basic endpoint and application issues
• Administer user accounts and permissions within Jump Cloud
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• Support password resets, account provisioning, deprovisioning, and user lifecycle activities.
• Assist with endpoint monitoring, patching, and device management through Jump Cloud.
• Support Microsoft Entra
  -connected environments and assist with identity-related troubleshooting.
• Document incidents, requests, and resolutions within the ticketing platform.
• Escalate complex issues to senior technical teams when appropriate.
• Assist with workstation deployments, hardware replacements, and onboarding activities.
• Support continuous improvement efforts related to service delivery and user experience.

• 1–3 years of experience in a Help Desk, Service Desk, or Desktop Support role.
• Experience supporting:
  • Microsoft 365
  • Windows 11
  • End-user devices and peripherals
• Familiarity with:
  • User account administration
  • Password management
  • Basic identity and access management concepts
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize and manage multiple support requests effectively.

• Experience with Jump Cloud for:
  • User management
  • Password administration
  • Endpoint monitoring
  • Device patching and management
• Experience supporting MacOS and Windows environments.
• Familiarity with Microsoft Entra  (Azure AD).
• Experience working with Jira Service Management or Jira ticketing systems.
• Basic Jira administration or configuration experience is a plus.
• Experience supporting SaaS-based business environments.