Senior Help Desk Technician

Description

Salary: $65,000 - $71,000/year

Work location: On-site 5 days/week, Washington, DC

The Senior Help Desk Technician provides frontline technical support, assisting customer personnel with hardware, software, and network-related issues. Ensures smooth operation of IT systems and facilitates user training on enterprise tools.

Technical Support & Troubleshooting:

• Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
• Troubleshoot hardware and software issues related to both Mac and Windows laptops, iOS/Android mobile devices, and associated cloud services.
• Conduct root cause analysis to identify, resolve, and prevent recurring technical issues across multiple platforms, including network connectivity, hardware failures, and software compatibility.

Customer Service & User Support:

• Deliver high-quality customer service, ensuring users receive timely, efficient, and professional support.
• Provide clear communication and regular updates to end-users on issue status, working to resolve user problems in a courteous and timely manner.
• Demonstrate empathy and patience, especially in complex or stressful situations.
• Conduct training sessions for users on best practices for using Microsoft Office, SharePoint, Zoom, and mobile device management systems.

System Administration & Maintenance:

• Support and maintain the operation of cloud-based systems like M365/O365 and Azure AD, including account management, permissions, and security configurations.
• Manage mobile device configurations through Intune/Endpoint Manager and ensure compliance with security policies across all devices (Mac, Windows, mobile phones).
• Provide user access management in Azure AD and support collaboration platforms such as SharePoint, ensuring data security and collaboration.

Documentation & Reporting

• Maintain accurate and thorough records of support tickets, troubleshooting steps, resolutions, and service requests in Zendesk.
• Produce documentation and knowledge base articles to assist in future troubleshooting and ensure knowledge continuity.

Security & Compliance

• Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services are compliant with security protocols, industry regulations, and internal policies.
• Provide guidance on security best practices, including password management, multi- factor authentication (MFA), and endpoint protection.

Requirements

• Minimum of 8 years of experience in a technical support or IT help desk environment with progressive responsibility.
• At least 2 years of experience administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and software-as-a-service solutions (e.g., Zoom, mFax, Teams, Eagle Eye, Brivo, Everbridge, or other cloud-based services).
• Proven experience supporting a diverse range of devices, including MacOS, Windows, mobile devices (iOS and Android), and cloud-based technologies.
• Solid background in troubleshooting complex IT problems and performing root cause analysis.
• Strong customer service experience with a focus on providing exceptional support in a fast-paced, multi-tasking environment.
• Previous experience working with ticketing systems, preferably Zendesk, and keeping accurate records of technical issues and resolutions.

Technical Skills

• Proficient in managing and troubleshooting M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and associated cloud-based services.
• Strong understanding of MacOS, Windows OS, iOS, and Android device management and troubleshooting.
• Experience with VoIP systems (Poly Phones, etc.) and related telecommunication technologies.
• Proficiency in troubleshooting hardware and software for both laptops (Mac and Windows) and mobile devices (iOS and Android).
• Knowledge of security camera systems (Axis Security Cameras) and related configurations.
• Familiarity with faxing solutions (Documo mFax) and Zoom communication platform.

Troubleshooting & Root Cause Analysis

• Strong diagnostic skills for identifying and resolving issues at the system, application, and user levels.
• Ability to perform root cause analysis to prevent recurring issues and recommend long- term solutions.

Customer Service & Communication Skills

• Excellent communication skills to effectively interact with end-users of various technical backgrounds.
• Strong customer service orientation with the ability to handle challenging customer…