Help Desk Technician

FULLY ONSITE NO WFH

Summary of Responsibilities

Provide a single point of contact for end users seeking technical support across the organization’s Microsoft 365 and Windows desktop computing environment. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading PC and laptop hardware, mobile devices, in-house technology, peripherals, printers, and IT assets, and supporting cloud productivity, identity, and collaboration services to ensure reliable, secure, and optimal end-user performance.

Primary Duties

• Serve as the single point of contact for end-user support — receiving, prioritizing, documenting, and resolving help requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction.
• Provide Tier 1 and Tier 2 technical support and end-user training in person, remotely, and by phone, using diagnostic and remote-support tools.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating system and application deployment.
• Support Microsoft 365 services at the user level — including Outlook / Exchange Online, Teams, OneDrive, and SharePoint — and assist with user account provisioning, changes, and deprovisioning.
• Support identity and access management on the company’s single sign-on (SSO) and multi-factor authentication (MFA) platform (Okta), including password resets and MFA enrollment and troubleshooting.
• Configure, test, and support smartphones and tablets, including company email access, connectivity, and corporate mobile applications.
• Install and update software and endpoint security agents (Carbon Black EDR), and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast).
• Maintain an accurate inventory of computers, monitors, peripherals, and IT assets, and document equipment failure, repair, installation, and removal in the...