Desktop Support Technician

About the role

Under general supervision, the Desktop Support Technician at Futuro Health provides first-level technical support to personnel, ensuring seamless operations through adept handling of computer hardware, software, and cloud-based business applications. This role serves as the primary point of contact for IT support requests and is responsible for troubleshooting, resolving, documenting, and escalating technical issues as appropriate. The position offers flexible hours, typically adhering to an 8:00 AM - 5:00 PM PST schedule, Monday through Friday.

Responsibilities

• End User Support
  • Serve as the first point of contact for IT support requests, assisting employees by phone, email, chat, and remote assistance tools.
  • Troubleshoot and resolve issues with desktops, laptops, mobile devices, printers, and peripherals.
  • Troubleshoot and resolve common issues with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), VPN connectivity, and other approved business systems.
• Service Desk Operations
  • Triage, prioritize, and respond to help desk tickets in accordance with service level expectations.
  • Escalate issues beyond Level 1 scope to Systems Administrators, Application Administrators, Developers, or third-party vendors.
  • Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
  • Identify recurring issues and recommend process improvements or knowledge base additions.
• Accounts & Access
  • Create, modify, and disable user accounts in support of onboarding, role changes, and offboarding requests.
  • Assist employees with password resets, account lockouts, and multi-factor authentication (MFA).
  • Configure mailboxes, shared mailbox access, distribution groups, and Teams membership.
  • Assist Systems Administrators with Exchange Online, Teams, and SharePoint configuration requests, escalating changes that affect tenant-wide settings, mail flow, security policies, or permissions structures.
• Device & Endpoint Management
  • Provision, deploy, and support Windows workstations through Microsoft Intune, including enrollment, software installation, and updates.
  • Coordinate hardware replacements, equipment returns, asset tracking, and device lifecycle records.
  • Participate in Intune application packaging and automation efforts under the direction of Systems Administrators, with opportunity to build skills in endpoint deployment and scripting.
• Security Support
  • Serve as the intake point for endpoint security alerts and user-reported phishing or suspected security incidents, gathering relevant information and routing to Systems Administrators.
  • Complete assigned containment and remediation steps under the direction of senior IT staff.
  • Support enforcement of security policies, including device compliance and software update requirements.
  • Promote security awareness by educating users on cybersecurity best practices.
• Documentation & Training
  • Create and maintain knowledge base articles, user guides, and repeatable support procedures.
  • Provide end-user guidance and training on Microsoft 365 tools, including document sharing, permissions, and collaboration features.
• Other duties as assigned.

Requirements

• 1+ years of experience in a help desk, desktop support, service desk, or technical support role.
• Experience troubleshooting Windows 11, Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), computer hardware, peripherals, and printers.
• Experience using an IT service management (ITSM) or help desk ticketing system to track, prioritize, document, and resolve support requests.
• Experience performing user account administration, password resets, and multi-factor authentication (MFA) support.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.

Qualifications

Preferred:

• Experience with Microsoft Intune, Microsoft Entra ID, and endpoint management.
• Familiarity with Microsoft Defender and cybersecurity best practices.
• Experience supporting remote and hybrid workforces.
• CompTIA A+, Microsoft 365 Certified: Fundamentals (MS-900), or comparable technical certification.

Education: High school diploma or equivalent required. Completion of a technical training program or relevant industry certification preferred. A degree is not required for this role.

Schedule

This is a full-time, non-exempt position. The hours may include weekends, nights, and holidays. The role offers flexible hours, typically adhering to an 8:00 AM - 5:00 PM PST schedule, Monday through Friday.

Travel will be required to attend meetings and conferences twice per year for Futuro Health’s Spring and Fall In Person All Hands events. Participation in these events is an essential function of the role.

Benefits

• Platinum Tier Medical Plans: Choose from PPO, HMO, and HDHP options, all fully paid for by Futuro Health.
• Dental and Vision Plans: Comprehensive coverage, fully paid for by Futuro Health.
• Life and AD&D, Long and Short-term Disability, and EAP: Fully covered by Futuro Health to ensure your peace of mind.
• 401K Plans: Traditional and Roth Safe Harbor Plans with a 100% match up to 4% of employee contributions (subject to IRS limits). Immediate vesting.
• Flexible Spending Accounts: Options include FSA, HSA, and Limited FSA Plans.
• Voluntary Ancillary Benefits: Additional coverage for hospital stays, critical illness, accidents, legal services, identity theft protection, and pet care.
• Reimbursements: Mobile phone, internet, and gym membership costs.
• Wellness Programs: Access to a variety of wellness initiatives to support your overall health.
• Career Growth: Opportunities for professional development and advancement.