IT Help Desk Technician / MS 365 Administrator

The Role:

· The Service Desk L2 and MS 365 Administrator will play a crucial role in providing advanced technical support to our users as well as a system administrator for the Microsoft tenant. This position is responsible for troubleshooting, diagnosing, and resolving a variety of technical issues related to hardware, software, and network connectivity, while ensuring that all support metrics (SLA) are being met on a daily basis.

· The ideal candidate will have a strong customer service orientation, excellent problem-solving skills, and a solid technical background.

Who We Are Looking For:

· seeks an energetic, organized, and experienced IT professional focused on user support, hardware and software maintenance position in Troy, MI. The ideal candidate will provide comprehensive desktop, mobile, and user support across multiple locations, including four sites in Troy and remote users. You should ensure system reliability, security, and compliance while delivering exceptional customer service.

· Proficiency in O365 administration, Azure AD, and user ID management, along with a commitment to ITIL best practices, is essential. Applicants must be authorized to work for any employer in the U.S.

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What You Get to Do:

· Primary Responsibilities: Desktop, Network, and O365 Support Strategic Planning: Assist in Developing strategies to improve service quality, efficiency, and user satisfaction. They may set goals and monitor metrics.

· Process Improvement: Focuses on optimizing processes, implementing new technologies, and ensuring that the team follows best practices.

· Budgeting and Resource Management: May handle budgeting, resource allocation, and vendor management.

· Reporting and Communication: Communicates with upper management regarding team performance, user feedback, and resource needs

· User Support: Provide technical support for hardware and software issues, troubleshooting desktops, laptops, printers, and peripherals.

· Hardware Maintenance: Install, configure, and maintain computer hardware components such as CPUs, RAM, hard drives, and network interface cards (NICs). Software Installation and Configuration: Install, upgrade, and configure operating systems, software applications, and device drivers.

· Network Troubleshooting: Identify and resolve basic network connectivity issues, including LAN cables, switches, and routers.

· Remote Assistance: Provide remote support via remote desktop tools, phone, or email. Documentation: Create and update documentation, user manuals, and knowledge base articles.

· Troubleshooting and Diagnosis: Diagnose hardware and software problems using diagnostic tools and problem solving techniques.

· Collaboration: Work with support teams and or network engineers for complex technical issues. Collaborate with the Service and Support department head to ensure the service desk performance is meeting all expectations.

· Incident Reporting: Document and report incidents and service requests in a helpdesk or ticketing system.

· Compliance: Ensure compliance with IT policies and standards.

· Problem Resolution Follow-up: Follow up on resolved issues to verify user satisfaction.

Qualifications::

· 10 years as a Helpdesk Technician in a corporate service desk.

· 3 years as a Microsoft Administrator in an O365 cloud environment.

· Expert familiarity with ticketing systems and remote support tools.

Job Types: Full-time, Contract

Pay: $45.00 - $50.00 per hour

Expected hours: 40 per week

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• What is the best time to contact?

Education:

• Bachelor's (Preferred)

Work Location: In person

Salary : $45 - $50