Help Desk Overview • The Help Desk Technician role involves providing Level 1/2 technical support to clients, ensuring smooth operations and resolving technical issues efficiently. • Work in a dynamic environment with diverse technologies, gaining hands-on experience with modern cloud tools and networking systems. • Collaborate with a supportive engineering team to troubleshoot, configure, and deploy hardware and software solutions. • Engage directly with end users, addressing their technical concerns and delivering exceptional customer service. • Participate in small-scale projects, including migrations, upgrades, and rollouts, contributing to team success. • This on-site role offers opportunities for professional growth into advanced technical positions such as Systems Administrator or Field Engineer. • Enjoy a clear career development path with hands-on training and mentorship from experienced professionals. • Local travel only is required, ensuring a balanced work-life schedule without long-distance commitments. Help Desk Key Responsibilities & Duties • Provide Level 1/2 technical support via phone, email, remote tools, and on-site visits. • Troubleshoot and resolve issues with Windows workstations, laptops, printers, and peripherals. • Manage and support Microsoft 365 applications, including Exchange Online, Teams, SharePoint, and Intune. • Perform basic networking tasks such as VLAN configuration, DHCP/DNS management, and WiFi setup. • Configure and deploy new user setups, hardware, and software efficiently. • Document tickets, resolutions, and client environments comprehensively for future reference. • Assist with small-scale projects, including migrations, upgrades, and rollouts, ensuring successful implementation. • Maintain professionalism and a client-focused approach during all interactions and on-site visits. • Escalate complex technical issues to senior engineers when necessary for timely resolution. Help Desk Job Requirements • Bachelor of Science (BS) degree in a relevant field is required. • 1–3 years of experience in help desk or MSP environments is essential. • Strong knowledge of Microsoft 365 administration and basic networking concepts. • Proficiency in troubleshooting hardware and software issues independently. • Experience with Windows 10/11, Active Directory, and common business applications. • Excellent communication and customer service skills to interact effectively with clients. • Valid driver’s license and ability to travel locally to client sites as needed. • Preferred skills include familiarity with PowerShell, Azure AD, and backup systems. • Exposure to VoIP systems, security tools, and RMM/PSA tools is advantageous.