IT Helpdesk Technician

Job Description

Job Description

Required Skills & Experience

• 1–3 years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
• Experience supporting enterprise mobile devices in an MDM environment.
• Knowledge of Microsoft 365, Windows 10/11, and macOS.
• Experience troubleshooting VPN and remote access connectivity issues.
• Familiarity with Active Directory, Azure AD, and identity/access management.
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or ConnectWise.
• Strong customer service and communication skills.
• Ability to prioritize multiple support requests in a fast-paced environment

Preferred Qualifications

• Experience with Microsoft Intune, Workspace ONE, MobileIron, or JAMF.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting hybrid and remote workforce environments.
• Basic PowerShell scripting experience.
• Knowledge of Microsoft Entra ID, MFA, and endpoint security best practices.

Job Description

We are seeking a Tier 1 Help Desk Technician to provide frontline technical support for end users across desktop, mobile, and remote access environments. This individual will serve as the first point of contact for IT-related issues, with a strong focus on Mobile Device Management (MDM), remote connectivity support, user provisioning, and troubleshooting. The ideal candidate is customer-focused, technically proficient, and experienced supporting enterprise mobile devices and remote workforce technologies. Based on similar Tier-1 support and endpoint management requirements found in internal helpdesk and IT support documentation, experience with Intune, Workspace ONE, device provisioning, identity/access management, and ticketing systems is highly valued.

Responsibilities

• Provide Tier 1 technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues related to laptops, desktops, mobile devices, and peripheral hardware.
• Support Mobile Device Management (MDM) platforms such as Microsoft Intune, Workspace ONE, MobileIron, or VMware Workspace ONE.
• Enroll, configure, deploy, and troubleshoot iOS and Android devices.
• Assist users with remote access technologies including VPN, Remote Desktop, Citrix, and Microsoft Azure Virtual Desktop.
• Create, modify, and disable user accounts within Active Directory, Azure AD, and Microsoft 365.
• Troubleshoot MFA, password resets, account lockouts, and access-related issues.
• Provision and deploy new hardware and mobile devices for employees.
• Document incidents, service requests, and resolutions within ServiceNow, Jira, or similar ticketing platforms.
• Escalate complex issues to Tier 2 or infrastructure teams while maintaining ownership of the ticket through resolution.
• Maintain asset inventories and device lifecycle records.
• Create and update knowledge base articles and support documentation.