The IT Helpdesk role involves providing technical support and assistance to users experiencing issues with computer hardware, software, or other IT systems.
JOB DESCRIPTION:
To be successful in this role, you must have Azure certificates and extensive knowledge of the Microsoft environment. You must also have deep analytical skills and the ability to troubleshoot and solve problems effectively. The ideal candidate should be customer-oriented, proactive, and collaborative.
Responsibilities:
- Provide Level 3 support and troubleshoot complex issues with Microsoft 365, Azure, Intune, Meraki firewalls, Azure VPN, and other services.
- Manage incoming tickets escalated from Level 1 or Level 2 support teams and drive to resolution.
- Create and update knowledge base documentation, how-to guides, FAQs, and process documentation.
- Assist with onboarding and configurations of Microsoft 365, Azure, MDM, networking, security, and other solutions.
- Proactively identify opportunities to improve managed services through customer
engagements. - Escalate to engineering when necessary and manage communication across stakeholders
QUALIFICATIONS:
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Azure certificates such as AZ-900, AZ-104, AZ-303, AZ-304, or equivalent (preferred but not all required).
- Ticketing system experience (ConnectWise Manage strongly preferred).
- 5+ years experience in a help desk or system administration role.
- Extensive knowledge and experience in Microsoft Azure, Virtual Desktop, Intune, 365, and other cloud-based services and applications.
- Deep analytical skills and the ability to troubleshoot and solve problems effectively.
- Superior critical thinking and complex technical troubleshooting skills.
- Excellent communication skills both written and verbal.
- Customer-oriented, proactive, and collaborative attitude.
- Ability to work independently or as part of a team.
- Strong written and verbal communication skills with customer service focused aptitude.
- Detail-oriented individuals who are team players highly self-motivated.
- Sharing our core belief system of Teamwork, Service, and Growth is table stakes for joining the team.
- Adaptable to change and willingness to learn different processes—it’s what the Growth core value is all Met!
Candidates should have well-developed Microsoft Office skills, including Word, Outlook, PowerPoint, and Excel.
