Help Desk Technician Level 1/2
Pittsburgh Winsupply - Fire Sprinklers & Fabrication · Worcester County, MA · 4 wk ago
Full-time
Hybrid Work / 50-60k / Full Time / Worcester MA
Responsibilities
- Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve Level 1 and Level 2 technical issues related to operating systems, applications, hardware, and network connectivity.
- Administer user accounts, security groups, and permissions in Active Directory and Azure AD (Entra ID).
- Support and troubleshoot Microsoft 365 services.
- Configure, deploy, and support Windows 10/11 and macOS devices.
- Perform user onboarding and offboarding activities.
- Troubleshoot MFA, password reset, authentication, and access issues.
- Support endpoint management platforms such as Microsoft Intune.
- Install, configure, and maintain desktop software and hardware.
- Diagnose and resolve VPN, Wi-Fi, DNS, DHCP, and network connectivity issues.
- Create and maintain technical documentation and knowledge base articles.
- Escalate complex issues to senior engineers when necessary.
- Track and update incidents, service requests, and problem tickets according to SLA requirements.
Required Qualifications
- 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Hands-on experience with Active Directory administration.
- Experience supporting Azure Active Directory (Microsoft Entra ID).
- Strong working knowledge of Microsoft 365 administration and support.
- Experience supporting both Windows and macOS operating systems.
- Working knowledge of:TCP/IPDNSDHCPVPN connectivityWireless networking
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, ConnectWise, or Freshservice.
- Excellent troubleshooting, problem-solving, and customer service skills.
- Strong verbal and written communication abilities.
Preferred Qualifications
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-