Junior IT Support Agent/Technician (Shift Schedules: Day, Evening, and Night)

Location Chesapeake, VA 23320 US (Primary) Category Information Technology Job Description We're seeking a customer focused Tier I Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalated complex problems – delivering a consistent, friendly experience to end users. Key Responsibilities Frontline Incident Response Answer support tickets and log all interactions in the ITSM system. Perform initial triage, categorize/severity score incidents, and attempt first contact resolution. Follow standard operating procedures (SOPs) and knowledge base articles. Microsoft 365 End User Support Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting). Support Microsoft Teams (sign-in issues, meetings, audio/video, device setup, basic governance). Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery). Windows & Device Support Troubleshoot Windows 10/11 login, profile and application issues. Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh). Accounts & Access Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks). Provision standard access per role based access controls (RBAC) and approved workflows. Service Requests & Onboarding Fulfill routine requests (software installs, license assignments, distribution list changes). Support new hire setup (accounts, MFA enrollment, devices, and starter guidance). Knowledge & Documentation Maintain accurate ticket notes and user communications. Contribute to the knowledge base (KB) with clear, repeatable solutions and "how to" guides. Escalation & Collaboration Escalate unresolved issues according to SLAs. Collaborate with systems administrators, network engineers, and security teams when required. Job Requirements Bachelor's degree from an accredited institution. 0-2 years in an IT support/help desk role (or equivalent practical experience). Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive). Windows 10/11 troubleshooting and user profile fundamentals. Azure AD/Entra ID basics (password resets, MFA prompts, license assignments). Core networking concepts (DNS, DHCP, VPN) at a basic level. Experience with an ITSM/ticketing tool. Strong customer service, communication and documentation skills. Clear verbal/written communication; ability to explain technical concepts simply. Time management and prioritization under SLA guidelines. Attention to detail; consistent documentation practices. A personal growth mindset — willingness to learn and improve. Preferred Qualifications Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics. Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks). Scripting exposure (PowerShell) for repetitive tasks. Certifications A+ or Network+. Microsoft Certified: Azure Fundamentals (AZ-900). Microsoft 365 Certified: Fundamentals (MS-900). CompTIA Security+ or ability to obtain one prior to employment. Microsoft AVD Certification highly desired. Security Clearance Secret Job Type Full-time Benefits StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution. Equal Opportunity StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans. Compliance We use E-Verify to confirm the identity and employment eligibility of all new hires. #J-18808-Ljbffr StratasCorp