Tier 3 Support Technician

About the role

We are seeking a customer-focused Help Desk Technician to provide first-line technical support for Microsoft technologies and end-user computing environments. The Night Shift Help Desk Technician provides critical technical support for users operating across multiple geographic regions and time zones.

Responsibilities

• Respond to support requests and troubleshoot user issues through a ticketing system.
• Perform initial incident triage and prioritize requests based on impact and urgency.
• Resolve common technical issues during first contact whenever possible.
• Follow established procedures, knowledge articles, and service-level agreements (SLAs).
• Assist users with Outlook and Exchange Online issues, including mailbox access, shared mailboxes, and email troubleshooting.
• Support Microsoft Teams for sign-in, meetings, collaboration, audio/video, and device-related issues.
• Troubleshoot SharePoint Online and OneDrive concerns such as permissions, file synchronization, and file recovery.
• Troubleshoot Windows 10 and Windows 11 operating system issues.
• Support user profile, login, and application-related problems.
• Perform basic hardware diagnostics and device troubleshooting.
• Aid in the management of Intune-managed devices, including compliance checks, software installations, and policy synchronization.
• Process account-related requests, including password resets and account unlocks.
• Support multi-factor authentication (MFA) enrollment and troubleshooting.
• Provision and manage user access according to approved role-based access controls.
• Configure accounts, devices, and software for new employees.
• Fulfill routine requests such as software installations, license assignments, and distribution list updates.
• Provide end-user guidance and support during onboarding.
• Maintain accurate ticket documentation and communication records.
• Contribute to knowledge base articles, troubleshooting guides, and process documentation.
• Share repeatable solutions and best practices with team members.
• Escalate complex issues to Tier II and Tier III support teams when necessary.
• Work closely with infrastructure, network, security, and systems administration teams to ensure timely issue resolution.

Requirements

• 5+ years of experience in a Help Desk, Technical Support, or IT Support role.
• Strong working knowledge of:
• Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• Windows 10 and Windows 11 troubleshooting
• Microsoft Entra ID (Azure AD) fundamentals
• Multi-Factor Authentication (MFA)
• Basic networking concepts including DNS, DHCP, and VPN connectivity
• Experience using:
• Microsoft 365 Administration portals
• Exchange, Teams, SharePoint, and Entra administration tools
• IT Service Management (ITSM) platforms and ticketing systems
• Remote support tools such as Quick Assist, Microsoft Teams, and Remote Desktop
• Endpoint security solutions such as Microsoft Defender for Endpoint or similar products
• Excellent customer service, communication, and documentation skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Demonstrated willingness to learn new technologies and continuously improve.
• Experience with Microsoft Intune, Endpoint Manager, and device compliance management.
• Familiarity with SCCM/Configuration Manager environments.
• Experience with Exchange Online Admin Center and Teams Admin Center.
• Exposure to PowerShell scripting and automation.
• Experience supporting enterprise Microsoft cloud environments.
• CompTIA Security+
• Microsoft 365 Certified: Fundamentals (MS-900)

Qualifications

The ideal candidate will have a valid US work authorization and be able to obtain and maintain a Secret clearance.

Skills

• Technical proficiency with Microsoft 365 and Windows operating systems.
• Strong problem-solving and troubleshooting abilities.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Knowledge of ITIL or similar IT service management frameworks.

Benefits

Everforth Apex offers a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Life and disability insurance
• Employee Stock Purchase Plan (ESPP)
• 401(k) retirement plan with company match
• Health Savings Account (HSA) on the High-Deductible Health Plan (HDHP)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program and access to certification prep materials
• Certification discounts and other perks for associations like CompTIA and IIBA
• Customer service team for benefits and resource inquiries
• Certified Career Coach support

Pay

$80,000 - $95,000 annually

Schedule

• Day Shift: 8:00 AM – 4:00 PM
• Night Shift: 12:00 AM – 8:00 AM

Contact

To apply for this position, please send your resume and cover letter to [email protected] or call us at +1 804-523-8228. For more information about Everforth Apex's benefits and policies, visit our website or request a welcome packet from our team.