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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Helpdesk Support Specialist - **Company:** LG Energy Solution Michigan, Inc. - **Location:** Westborough, MA, United States - **Experience:** Expert - **Salary:** $75,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Android Software Development, Apple IOS, Apple Mac Systems, JIRA, Microsoft Azure, Microsoft Online Services, Business Software, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Virtual Private Networks (VPN), Microsoft Office, Azure Active Directory, Salesforce.Com, Microsoft SharePoint, Single Sign-On, User Provisioning Software, Wide Area Networks, Connectivity Problems, Office365, Software Troubleshooting, Microsoft InTune, Hardware Infrastructure - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a11a4e514c383c14 ## About the Role Do you have experience in macOS?, * Familiarity with helpdesk ticketing systems * Understanding of Microsoft Intune, including device provisioning and policy management. * Strong tier 2 troubleshooting skills with solid knowledge of Windows, macOS, iOS, Android, and common business applications (e.g., Office 365, Salesforce, Jira). * Awareness of IT security best practices. * Customer service mindset. * Time management and prioritization of tasks in a fast-paced environment. * Ability to follow and develop detailed procedures with accuracy Qualifications * 5+ years of experience in a helpdesk or technical support role in Microsoft Cloud Environment. * Experience with SharePoint Online and Microsoft 365 * Experience supporting Microsoft Entra ID and Intune * Knowledge of endpoint management and security best practices. ## Description We are seeking a motivated and detail-oriented Senior Support Specialist to join our IT team. The Senior support specialist position is responsible for managing and supporting desktop systems and infrastructure and provides advanced technical support for end-users, focusing on troubleshooting complex issues related to Microsoft 365, Azure services, identity management through Microsoft Entra, and networking. This role requires strong problem-solving skills, excellent communication, and the ability to work independently while collaborating with other IT team members. Primary Responsibilities * Provide Level 2 support for escalated helpdesk tickets, ensuring timely resolution. * Troubleshoot and resolve issues related to: + Microsoft Entra ID including user provisioning, MFA, conditional access, and SSO. + Microsoft 365 applications and services. + Network connectivity issues (LAN/WAN, VPN, DNS, DHCP). * Support SharePoint Online sites, document libraries, and permissions * Document solutions, create knowledge base articles, and provide guidance to Level 1 technicians. * Collaborate with infrastructure and security teams on escalations and projects. * Ensure compliance with organizational security policies and best practices. * Perform advanced hardware and software troubleshooting on desktops, laptops, mobile devices, and peripherals. * Create, update, and maintain detailed documentation of tickets, solutions, and procedures. * Support new user onboarding and offboarding processes, including account creation, permissions, and asset provisioning. * Enforce endpoint security baselines and compliance policies * Escalate complex or unresolved issues to Tier 3 support teams with proper documentation. * Follow IT policies, procedures, and change management standards. * Assist with tracking and maintaining inventory of IT assets. ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)