Location: On-site, 5 days per week Department: Information Technology Reports to: IT Manager Employment type: Full-time

Position Summary

We are looking for a hands-on Help Desk Technician to serve as the first point of contact for end-user technology support across the organization. This is a fully on-site role (5 days per week) supporting a Microsoft 365–centered environment with a mixed Windows and macOS fleet, Salesforce, and a range of business applications. The ideal candidate is a strong communicator, a methodical troubleshooter, and comfortable owning tickets end to end — from initial triage through resolution and documentation.

Key Responsibilities

Provide Tier 1 and Tier 2 support for hardware, software, and connectivity issues via ticketing system, phone, chat, and in-person walk-ups.
Triage, prioritize, document, and resolve support tickets, escalating appropriately when needed and keeping users informed throughout.
Support, configure, and troubleshoot both Windows and macOS workstations and laptops.
Administer and support Microsoft 365 — including Exchange Online / Outlook, Teams, OneDrive, SharePoint, and user/license management in Entra ID (Azure AD).
Provide Salesforce end-user support and light administration: user setup and deactivation, permission/profile assignment, password and login issues, and case triage.
Perform employee onboarding and offboarding: provision accounts, image and deploy devices, configure access, and reclaim equipment.
Maintain endpoint protection with basic EDR/antivirus administration — monitoring alerts, verifying agent health, running scans, and remediating flagged devices.
Support email security and deliverability, including a working understanding of SPF, DKIM, DMARC, and MX records, plus spam/phishing filtering and quarantine review.
Set up and support conference rooms and A/V equipment (e.g., Zoom Rooms, displays, and peripherals) for meetings.
Track and maintain IT asset inventory, including hardware assignments and lifecycle status.
Create and maintain internal documentation, knowledge base articles, and how-to guides for end users.

Required Qualifications

2+ years of experience in a help desk, desktop support, or IT support role.
Hands-on troubleshooting experience with both Windows and macOS in a business environment.
Working knowledge of the Microsoft 365 admin experience (Exchange Online, Teams, OneDrive/SharePoint, user and license administration).
Experience providing Salesforce support and/or basic administration (user management, cases, permissions).
Familiarity with EDR/antivirus tools — installing agents, reviewing alerts, and performing basic remediation.
Understanding of email security fundamentals (SPF, DKIM, DMARC, MX) and how they affect mail flow and deliverability.
Strong customer-service orientation with clear written and verbal communication.
Ability to work fully on-site, five days per week.

Preferred Qualifications

Experience with an RMM / endpoint management platform (e.g., NinjaOne, Intune) and remote support tools.
Experience with email migrations and tenant-to-tenant moves.
Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting).
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 Fundamentals (MS-900).
Experience supporting conference-room / A/V systems.

Work Environment & Physical Requirements

On-site presence required five days per week.
Occasional lifting and moving of computer equipment (up to ~40 lbs).
Some tasks require crouching, reaching, or working under desks to connect and service equipment.

E Mortgage Capital, Inc. NMLS# 1416824

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Information Technology Help Desk Technician