Senior Helpdesk Support Specialist

Primary Responsibilities

• Provide Level 2 support for escalated helpdesk tickets, ensuring timely resolution.
• Troubleshoot and resolve issues related to:
• Microsoft Entra ID including user provisioning, MFA, conditional access, and SSO.
• Microsoft 365 applications and services.
• Network connectivity issues (LAN/WAN, VPN, DNS, DHCP).
• Support SharePoint Online sites, document libraries, and permissions.
• Document solutions, create knowledge base articles, and provide guidance to Level 1 technicians.
• Collaborate with infrastructure and security teams on escalations and projects.
• Ensure compliance with organizational security policies and best practices.
• Perform advanced hardware and software troubleshooting on desktops, laptops, mobile devices, and peripherals.
• Create, update, and maintain detailed documentation of tickets, solutions, and procedures.
• Affirm new user onboarding and offboarding processes, including account creation, permissions, and asset provisioning.
• Enforce endpoint security baselines and compliance policies.
• Escalate complex or unresolved issues to Tier 3 support teams with proper documentation.
• Follow IT policies, procedures, and change management standards.
• Aid in tracking and maintaining inventory of IT assets.

Key Knowledge, Skills and Abilities

• Familiarity with helpdesk ticketing systems.
• Understanding of Microsoft Intune, including device provisioning and policy management.
• Strong tier 2 troubleshooting skills with solid knowledge of Windows, macOS, iOS, Android, and common business applications (e.g., Office 365, Salesforce, Jira).
• Awareness of IT security best practices.
• Customer service mindset.
• Time management and prioritization of tasks in a fast-paced environment.
• Ability to follow and develop detailed procedures with accuracy.

Qualifications

• 5+ years of experience in a helpdesk or technical support role in Microsoft Cloud Environment.
• Experience with SharePoint Online and Microsoft 365.
• Experience supporting Microsoft Entra ID and Intune.
• Knowledge of endpoint management and security best practices.