IT Help Desk

This person provides technical assistance and support to end-users (employees) for computer systems, software, hardware, and network-related issues. This role focuses on managing user accounts, devices, and applications within the Microsoft Azure environment, as well as providing general IT support. The ideal candidate will have a moderate foundation in IT concepts, experience with Microsoft technologies, excellent problem-solving skills, a customer-service orientation, and a demonstrable willingness to learn.

Key Responsibilities:

Azure User and Application Management:

Create, modify, and delete user accounts, groups, and distribution lists within Azure Active Directory (Azure AD).

Manage user permissions and access controls within Azure.

Assign and manage application access for users and groups.

Configure and troubleshoot Azure AD Connect for synchronization with on-premises Active Directory (if applicable). Include if you have a hybrid environment.

Mobile Device Management (MDM):

Enroll, configure, and manage iPhones and other mobile devices (specify Android, Windows, etc., if applicable) using an MDM solution (e.g., Microsoft Intune, Jamf, AirWatch/Workspace ONE, MobileIron - Specify your MDM).

Enforce security policies and compliance requirements on mobile devices.

Troubleshoot mobile device connectivity and application issues.

Manage device inventory and reporting.

Familiarity with Apple Business Manager for device enrollment and management.

General IT Support:

Provide first-line support for IT issues via phone, email, chat, or in-person. Log all requests and resolutions in a ticketing system (e.g., Jira Service Management, ServiceNow, Zendesk, etc. - Specify your system).

Troubleshoot and resolve hardware and software issues on Windows PCs, Macs (if applicable), printers, and other peripherals.

Assist with network connectivity issues (Wi-Fi, VPN, Ethernet).

Provide support for file sharing and collaboration tools (e.g., SharePoint, OneDrive, network shares - Specify your tools).

Set up and configure new computers and user accounts.

Assist with software installations and updates.

Document common issues and solutions for knowledge base creation.

Help with other issues as needed, such as troubleshooting systems, hardware, and software.Qualifications:

Required:

1-3 years of experience in an IT support role (adjust years based on your "mid-level" definition).

Demonstrable experience with Microsoft Azure Active Directory (Azure AD) user and group management.

Experience with Mobile Device Management (MDM) solutions, particularly with managing iPhones.

Solid understanding of Windows operating systems (Windows 10/11).

Basic networking knowledge (TCP/IP, DNS, DHCP).

Strong troubleshooting and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to work independentlyand as part of a team.

A foundational understanding of electronics, computers, systems, hardware, and software principles.

Highly coachable and eager to learn new technologies and skills across various IT domains.

High school diploma or equivalent.

Preferred:

Experience with Microsoft Intune.

Experience with Apple Business Manager.

Experience with scripting (PowerShell, Bash, etc.) is a plus.

Relevant certifications (CompTIA A+, Network+, Security+, Microsoft 365 Certified: Fundamentals, Azure Fundamentals, etc.) are a plus. Specific Certifications such as:Associate's or Bachelor's degree in Information Technology or a related field.