IT Help Desk Technician (Level 1-2 Support)

The IT Help Desk Technician will provide Level 1 and Level 2 support across our Microsoft 365 environment. This role is ideal for someone who enjoys solving technical problems, supporting end users, and working with modern cloud-based tools. You'll play a key role in managing identity and device security through Entra ID, supporting Microsoft Teams Rooms and AV systems, and maintaining a secure, efficient technical environment.

Key Responsibilities

Support & Troubleshooting

• Serve as the first and second point of contact for IT support via phone, email, and ticketing system.
• Provide hands-on and remote support for Windows desktops, laptops, mobile devices, and peripherals.
• Handle user onboarding/offboarding, including account setup and hardware provisioning.
• Troubleshoot Microsoft 365 applications, printers, and file access (Egnyte).
• Deliver high-quality, customer-focused support.

Advanced Support (Level 2)

• Manage identity, security groups, and device access in Entra ID / Azure AD.
• Administer and troubleshoot Microsoft Intune for device configuration, compliance, and policies.
• Provide setup and ongoing support for Microsoft Teams Rooms, video conferencing, and AV equipment.
• Support Egnyte file management, permissions, and sync issues.
• Resolve networking issues (DNS, DHCP, IP configuration, switches, Wi-Fi).
• Support cybersecurity practices including MFA, encryption, patching, and endpoint compliance monitoring.

Required Skills & Experience

• 3-5 years of IT support experience (Level 1 and Level 2).
• Familiarity with Microsoft 365, Entra ID / Azure AD, and Intune (required).
• Experience supporting Microsoft Teams Rooms and AV hardware (required).
• Strong customer service and communication skills.
• Understanding of networking basics (IP, DNS, DHCP).
• Experience with cloud file-sharing platforms (Egnyte preferred).
• Knowledge of cybersecurity fundamentals (MFA, endpoint protection, secure access).
• Experience with printer/peripheral troubleshooting and remote support tools.
• Certifications such as CompTIA A+, Network+, or Microsoft MD-100/MD-102 are a plus.
• Ability to document processes and contribute to knowledge bases.

Soft Skills

• Strong customer service orientation
• Clear communicator able to explain technical solutions
• Organized, detail-oriented, and able to manage multiple priorities
• Self-starter with a collaborative mindset and willingness to learn