Helpdesk Technician

Position Summary

We are seeking a detail-oriented and proactive Helpdesk Technician to provide exceptional support for our IT infrastructure. The ideal candidate will have a solid foundation in Office 365 administration, experience working in a federated single sign-on (SSO) environment, and expertise in problem management and root cause analysis. You will be responsible for troubleshooting hardware, software, and network issues to ensure the seamless operation of internal end-user systems and services.

Key Responsibilities

• Office 365 Administration:
• Manage user accounts within Office 365.
• Troubleshoot Microsoft Teams, SharePoint, One Drive and Exchange Online.
• Troubleshoot and resolve issues related to Office 365 services.
• Federated Single Sign-On (SSO):
• Resolve authentication issues related to federated identity services.
• Collaborate with the security team to ensure compliance with authentication protocols.
• Problem Management and Root Cause Analysis:
• Analyze recurring technical issues to identify root causes and implement long-term solutions.
• Document incidents, resolutions, and lessons learned to improve service delivery.
• Desktop and Laptop Hardware Troubleshooting:
• Diagnose and repair hardware issues for desktops, laptops, and peripherals.
• Perform deployment, and upgrades of end-user devices.
• Layer 2/3 Network Troubleshooting:
• Troubleshoot and resolve issues related to switches, routers, and firewalls.
• Assist with VLAN configuration, IP addressing, and network performance optimization.
• Printer Management:
• Install, configure, and maintain printers and multifunction devices.
• Address printing issues, including driver installation and network connectivity.
• End-User Support:
• Provide Tier 1 and Tier 2 technical support for end-users.
• Respond to and resolve tickets within established service-level agreements (SLAs).
• Escalate/collaborate with external IT teams and support resources.
• Troubleshoot support requests for 3rd party ancillary systems such as Adobe Enterprise, DropBox, RingCentral, etc.
• Documentation and Reporting:
• Maintain accurate documentation of IT assets, configurations, and procedures.
• Generate reports on system performance and support activities.
  
  

Qualifications

• Education: Associate’s Information Technology, or a related field (or equivalent experience).
• Experience:
• Minimum of 2-3 years in an IT Helpdesk or similar technical support role.
• Hands-on experience with Office 365 administration and federated SSO environments.
• Prior experience with problem management solutions, such as Manage Engine Service Desk, Jira, BMC Remedy, etc.
• Technical Skills:
• Proficiency in Windows and macOS operating systems.
• Strong knowledge of Layer 2/3 network protocols and troubleshooting.
• Familiarity with printer and peripheral hardware management.
• Certifications (Preferred):
• CompTIA A , Network , or Security .
• Microsoft 365 Certified: Fundamentals or Administrator.
• ITIL Foundation Certification (or equivalent).
  

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to prioritize and manage multiple tasks under tight deadlines.
• Commitment to delivering exceptional customer service.