Service Desk Support Specialist

Key Responsibilities

• Troubleshoot simple and complex Windows desktop, laptop, and mobile device issues
• Support Microsoft 365 services, including: Outlook and Exchange Online (mail flow, profiles, permissions), Microsoft Teams (calling, meetings, client issues), OneDrive and SharePoint Online (sync, access, permissions)
• Resolve identity and authentication issues (password resets, MFA, conditional access)
• Troubleshoot VPN, remote access, and hybrid connectivity issues
• Manage user accounts, security groups, and permissions in: On-prem Active Directory, Azure AD / Microsoft Entra ID
• Support user lifecycle processes (onboarding, role changes, offboarding)
• Affiliate with Hybrid Azure AD Join and device registration issues
• Support administration and monitoring of: Windows Server (on-prem), Azure and Microsoft 365 services
• Maintain system documentation and asset inventories

Operational & Security Responsibilities

• Identify recurring issues and contribute to root cause analysis
• Support security initiatives (phishing response, account compromise remediation, access reviews)
• Participate in after-hours or on-call rotations as required

Required Qualifications

• 2–4 years of experience in Tier 2 helpdesk, technical support, or junior systems administration roles
• Strong experience supporting Windows endpoints in an enterprise environment
• Working knowledge of Microsoft 365 and hybrid identity concepts
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing systems and documenting technical solutions
• Strong communication and customer service skills

Preferred Qualifications

• Experience with Microsoft Entra ID, Azure AD Connect, or Active Roles
• Exposure to Intune, Conditional Access, or device compliance policies
• PowerShell scripting for basic administration or troubleshooting