Help Desk Level I Technician

Column Technical Services is seeking a dedicated and customer-oriented Level I Helpdesk Technician with experience in Microsoft 365 (M365) to join a dynamic team where you will play a pivotal role in providing exceptional technical support to end users. This position offers onsite support for a well-established organization in Chicago. Don't miss this opportunity to showcase your technical skills as a Help Desk Level I. Apply today to embark on a rewarding career journey with us!

The successful candidate will be responsible for providing first-level technical support and assistance to end-users, resolving issues related to M365 applications and services, and ensuring a positive customer experience. This onsite role offers an excellent opportunity to develop technical skills in a supportive and growth- oriented environment.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system.
• Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively.
• Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution.
• Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings.
• Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues.
• Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing.
• Follow established processes and procedures for incident management, problem resolution, and service request fulfillment.
• Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction.

Job Requirements

Qualifications

• 3 years' providing end user support in an IT related environment.
• Associates' Degree in Computer Science or Management Information Systems, preferred.
• Experience with enterprise help desk ticketing software such as using ServiceNow or relevant software.
• Experience supporting applications such as: Active Directory, Okta, and Intune,
• Knowledge of MAC OS & Android mobile devices.