Service Desk Technician
Core
Provide advanced technical support by resolving escalated Level 1 issues, managing M365 environments, and troubleshooting hardware/software for end-users.
Role type
Senior Service Desk Technician (Level 2)
Builds
Resolved IT incidents and stable user environments
Domain
IT Support / Microsoft 365 Administration
Required skills
Microsoft 365 administration, Active Directory, PowerShell scripting, Exchange Online, SharePoint Online, Microsoft Teams, hardware troubleshooting, software installation, user account management, root cause analysis, IT inventory management
Preferred skills
MCSE: Productivity, ITIL v3 Foundation, Azure Rights Management, mobile device management (MDM), compliance frameworks, Exchange ActiveSync
Technologies
Microsoft 365, Exchange Online, SharePoint Online, Microsoft Teams, Active Directory, Azure AD, PowerShell
Responsibilities
Diagnose and resolve escalated hardware, software, OS, and M365 issues; manage user accounts in Active Directory; configure and troubleshoot desktops, laptops, and peripherals; conduct root cause analysis for recurring issues; document resolutions and update knowledge base; monitor system performance and report anomalies.
Seniority
Senior, hands-on IC