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.
