Tier II Support Technician

Location

Hampton Roads, VA US (Primary)

Information Technology

We’re seeking a customer-focused Tier II Help Desk Technician to provide first-line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, One Drive), Windows 10/11, Azure Active Directory/Entra , and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalte complex problems—delivering a consistent, friendly experience to end users.

• Frontline Incident Response:
  Answer support tickets and log all interactions in the ITSM system; perform initial triage, categorize/severity scoring, attempt first contact resolution; follow SOPs and knowledge base articles.
• Microsoft 365 End User Support:
  Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting); support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance); help with SharePoint Online/One Drive (sync issues, permissions requests, file recovery).
• Windows & Device Support:
  Troubleshoot Windows 10/11 login, profile and application issues; perform basic hardware diagnostics; support Intune-managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access:
  Process basic account tasks in Azure AD/Entra  (password resets, unlocks, conditional access checks); provision standard access per role-based access controls and approved workflows.
• Service Requests & Onboarding:
  Fulfill routine requests (software installs, license assignments, distribution list changes); support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation:
  Maintain accurate ticket notes and user communications; contribute to the knowledge base with clear, repeatable solutions and how-to guides.
• Escalation &
  
  Collaboration:
  
  Escalate unresolved issues to Tier II/III according to SLAs; collaborate with systems administrators, network engineers, and security teams when required.

• 3-5 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, One Drive), Windows 10/11 troubleshooting and user profile fundamentals, Azure AD/Entra s (password resets, MFA prompts, license assignments), core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra );
  Intune/Endpoint Manager; SCCM (as applicable); ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams); endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills; clear verbal/written communication; time management and prioritization under SLA guidelines; attention to detail and consistent documentation practices.
• Personal growth mindset—willingness to learn and improve.

• Experience with Intune (device compliance, app deployments) and SCCM/Config Mgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (Power Shell) for repetitive tasks.

• Microsoft 365 Certified:
  Fundamentals (MS 900)
• CompTIA Security+

• CND or GFACT or GSEC
• Microsoft AVD Certification

Secret

Full-time

Stratas Corp provides a complete compensation package with competitive wages and benefits that include medical, dental, vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K saving plan with a company matching contribution.

We use E-Verify to confirm the identity and employment eligibility of all new hires.

Stratas Corp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.