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Tech Stack
Tools & technologiesAzureERPServiceNow
About the role
Key responsibilities & impact- Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise
- Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
- Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
- Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
- Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
- Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management
- Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
- Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
- Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
- Reset passwords, manage MFA enrollment, and assist with account lockouts
- Set up and configure end user devices, including software installation and basic imaging
- Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
- Document common issues, resolutions, and end user how-to guidance in the knowledge base
- Support printer, peripheral, and conference room technology issues
- Maintain a positive, professional, customer-service-oriented approach with end users at all levels
- Work closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day
Requirements
What you’ll need- 2 plus years of experience in a help desk, desk-side, or IT support role
- Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferred
- Experience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred
- Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
- Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
- Familiarity with Microsoft 365 applications and basic administration
- Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
- Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
- Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
- Comfortable handling incoming incidents and shifting priorities throughout the day
- Ability to work well within a small team, following established direction while managing individual incident response independently
- Comfortable documenting processes and following established procedures
- Familiarity with endpoint management tools (e.g., Intune) preferred
- Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
- Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required
- Expectation of being readily available to respond to incidents throughout the day
Benefits
Comp & perks- Paid Time OFF (PTO) starting at 25 days
- Paid Holidays
- Medical, Dental and Vision Insurance
- 401k with Employer Match
- Group Life & Disability
- Health Spending Account Options
- Identity Protection
- Employee Assistance Program
- Travel Assistance Program
- Financial Wellness Program
- Tuition Reimbursement
- Parental Leave
- Referral Program
- Gym Membership Reimbursement
ATS Keywords
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Hard Skills & Tools
Troubleshooting Windows DevicesExchange Online AdministrationUser Account ManagementDevice Setup and ImagingTicketing System Experience
Soft Skills
Clear Communication SkillsCustomer Service OrientationTeam CollaborationAdaptability to Shifting PrioritiesProcess Documentation
Certifications
CompTIA A+Microsoft 365 Certified: Fundamentals