Junior IT Support Agent/Technician (Shift Schedules: Day, Evening, and Night)

About the role

We’re seeking a customer focused Junior IT Support Agent/Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.

Responsibilities

• Frontline Incident Response – Answer support tickets and log all interactions in the ITSM system. Perform initial triage, categorize/severity score incidents, and attempt first contact resolution. Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support – Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting). Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance). Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support – Troubleshoot Windows 10/11 login, profile and application issues. Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access – Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks). Provision standard access per role based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding – Fulfill routine requests (software installs, license assignments, distribution list changes). Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation – Maintain accurate ticket notes and user communications. Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
• Escalation & Collaboration – Escalate unresolved issues according to SLAs. Collaborate with systems administrators, network engineers, and security teams when required.

Requirements

• Bachelor’s degree from an accredited institution.
• 0–2 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of: Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive); Windows 10/11 troubleshooting and user profile fundamentals; Azure AD/Entra ID basics (password resets, MFA prompts, license assignments); core networking concepts (DNS, DHCP, VPN) at a basic level.
• Experience with an ITSM/ticketing tool.
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

Qualifications

• Preferred: Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Preferred: Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Preferred: Scripting exposure (PowerShell) for repetitive tasks.
• Cert