Tier 3 Support Technician

Help Desk Technician

Are you passionate about technology and helping people solve problems? We are seeking a customer-focused Help Desk Technician to provide first-line technical support for Microsoft technologies and end-user computing environments.

In this role, you will be the first point of contact for users experiencing technical issues, helping resolve common problems while delivering exceptional customer service. You will support Microsoft 365 applications, Windows devices, user accounts, and enterprise productivity tools in a fast-paced environment where teamwork, communication, and continuous learning are highly valued.

• Provide Front-Line Technical Support
• Respond to support requests and troubleshoot user issues through a ticketing system.
• Perform initial incident triage and prioritize requests based on impact and urgency.
• Resolve common technical issues during first contact whenever possible.
• Follow established procedures, knowledge articles, and service-level agreements (SLAs).

• Support Microsoft 365 Applications
• Assist users with Outlook and Exchange Online issues, including mailbox access, shared mailboxes, and email troubleshooting.
• Support Microsoft Teams for sign-in, meetings, collaboration, audio/video, and device-related issues.
• Troubleshoot SharePoint Online and One Drive concerns such as permissions, file synchronization, and file recovery.

• Provide Desktop & Device Support
• Troubleshoot Windows 10 and Windows 11 operating system issues.
• Support user profile, login, and application-related problems.
• Perform basic hardware diagnostics and device troubleshooting.
• Assist with Intune-managed devices, including compliance checks, software installations, and policy synchronization.

• Manage User Accounts & Access
• Process account-related requests, including password resets and account unlocks.
• Support multi-factor authentication (MFA) enrollment and troubleshooting.
• Provision and manage user access according to approved role-based access controls.

• Support Onboarding & Service Requests
• Configure accounts, devices, and software for new employees.
• Fulfill routine requests such as software installations, license assignments, and distribution list updates.
• Provide end-user guidance and support during onboarding.

• Documentation & Knowledge Management
• Maintain accurate ticket documentation and communication records.
• Contribute to knowledge base articles, troubleshooting guides, and process documentation.
• Share repeatable solutions and best practices with team members.

• Collaborate Across IT Teams
• Escalate complex issues to Tier II and Tier III support teams when necessary.
• Work closely with infrastructure, network, security, and systems administration teams to ensure timely issue resolution.

• 5+ years of experience in a Help Desk, Technical Support, or IT Support role.
• Strong working knowledge of:
• Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive)
• Windows 10 and Windows 11 troubleshooting
• Microsoft Entra  (Azure AD) fundamentals
• Multi-Factor Authentication (MFA)
• Basic networking concepts including DNS, DHCP, and VPN connectivity
• Experience using:
• Microsoft 365 Administration portals
• Exchange, Teams, SharePoint, and Entra administration tools
• IT Service Management (ITSM) platforms and ticketing systems
• Remote support tools such as Quick Assist, Microsoft Teams, and Remote Desktop
• Endpoint security solutions such as Microsoft Defender for Endpoint or similar products
• Excellent customer service, communication, and documentation skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Demonstrated willingness to learn new technologies and continuously improve.

• Experience with Microsoft Intune, Endpoint Manager, and device compliance management.
• Familiarity with SCCM/Configuration Manager environments.
• Experience with Exchange Online Admin Center and Teams Admin Center.
• Exposure to Power Shell scripting and automation.
• Experience supporting enterprise Microsoft cloud environments.

• CompTIA Security+

• Microsoft 365 Certified:
  Fundamentals (MS-900)

Applicants may indicate one or more preferred shifts:

• Day Shift: 8:00 AM – 4:00 PM
• Evening Shift: 4:00 PM – 12:00 AM
• Night Shift: 12:00 AM – 8:00 AM

Night Shift Opportunity

The Night Shift Help Desk Technician provides critical technical support for users operating across multiple geographic regions and time zones. This role ensures continuity of service during non-business hours by resolving incidents, documenting troubleshooting activities, and coordinating seamless handoffs to daytime support teams.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training,…