Overview
Reporting directly to the IT Manager, Cloud & Security, we are seeking an experienced
IT Help Desk Technician (Office 365 Support) to join our dynamic IT support team. This role provides an excellent opportunity for a technically skilled and service-driven professional to contribute to enterprise IT operations in a fast-paced, high-availability environment.
As a member of the RS team, the Help Desk Technician will support a culture of operational excellence with a strong focus on end-user experience, IT service delivery, and adherence to organizational values of respect, resilience, safety, and teamwork.
Responsibilities
- Provide Tier 1 technical support to end-users via phone, email, chat, and ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, and Microsoft 365 application issues in a Windows-based environment.
- Administer and support Microsoft 365 services, including user provisioning, licensing, and configuration.
- Perform user account management tasks within Active Directory (AD) and Azure Active Directory (Azure AD).
- Support Exchange Online mailbox issues, email flow troubleshooting, and Outlook client configuration.
- Assist with configuration and support of SharePoint Online, Microsoft Teams, and OneDrive for Business.
- Monitor, triage, and manage service desk tickets (ITSM platform) to ensure SLA compliance and accurate documentation.
- Escalate complex technical issues to Tier 2/3 support or system administrators as needed.
- Collaborate with IT infrastructure and security teams to support incident resolution and problem management.
- Assist in the deployment, imaging, and configuration of end-user devices and workstations.
- Support system upgrades, software rollouts, and cloud migration initiatives.
- Maintain and contribute to knowledge base articles, SOPs, and technical documentation.
- Stay current with evolving technologies, Microsoft 365 updates, and IT best practices.
- Perform additional duties as assigned.
Training / Qualifications
- Bachelor's degree in computer science, Information Technology, or related field preferred.
- 3-5 years of experience in IT Service Desk / Technical Support roles.
- Strong hands-on experience supporting Microsoft 365 (Office 365) environments.
- Solid knowledge of:
- Active Directory / Azure Active Directory
- Exchange Online
- Microsoft Teams
- SharePoint Online
- Strong troubleshooting skills across Windows 10/11, Microsoft Office Suite, and endpoint devices.
- Familiarity with ITSM platforms (ServiceNow, Zendesk, or similar).
- Understanding basic networking concepts (DNS, DHCP, VPN).
- Excellent communication skills with a strong focus on end-user support and customer service excellence.
- Ability to work independently in a fast-paced, ticket-driven environment.
- Strong analytical and problem-solving capabilities with attention to detail.
- Certifications such as CompTIA A+, Microsoft Fundamentals (MS-900), or equivalent are a plus.
Working Conditions
- Office environment, hybrid, or remote work depending on business needs.
- May include exposure to plant/industrial environments (heat, cold, dust, or noise) depending on support requirements.
Benefits
- Competitive salary and benefits package with Cigna
- Health, dental, and vision insurance
- 401(k) retirement plan 5% match
- Paid time off and holidays
Job Posted by ApplicantPro
