Help Desk Engineer / IT Support Technician

Join our dynamic IT support team as a Help Desk Engineer / IT Support Technician, where your technical expertise and customer service skills will drive seamless technology experiences across our organization. In this role, you will be the first point of contact for resolving hardware, software, and network issues, ensuring our systems operate efficiently and securely. Your proactive approach and problem-solving abilities will empower colleagues to work confidently, knowing they have reliable support at their fingertips. This paid position offers an exciting opportunity to develop your skills in a fast-paced, technology-driven environment committed to innovation and excellence.

Responsibilities

• Key Responsibilities
• Provide Tier 1 and Tier 2 help desk support for end users.
• Respond to, update, and resolve support tickets in a timely and professional manner.
• Support Microsoft 365 user accounts, licensing, password resets, account unlocks, shared mailboxes, and email access issues.
• Assist with Entra ID and Intune-related tasks, including device enrollment, basic MDM support, and user/device troubleshooting.
• Support Google Workspace/Gmail access issues, including account login and email troubleshooting.
• Perform new user onboarding and offboarding, including account creation, license assignment, device preparation, and access verification.
• Troubleshoot Windows laptops/desktops, monitors, docking stations, printers, scanners, and general hardware issues.
• Support mobile devices, including iPhone setup, mobile email access, carrier activation, and basic MDM enrollment.
• Provide printer and copier support, including network printers, toner/drum alerts, scan-to-email issues, print queue issues, and vendor coordination.
• Troubleshoot basic VoIP, landline, phone extension, voicemail, and call routing issues.
• Assist with basic network troubleshooting, including Wi-Fi, internet outages, ISP coordination, modem/router issues, and connectivity problems.
• Support basic security camera or access-related issues when needed.
• Document troubleshooting steps, resolutions, recurring issues, and client environment details.
• Escalate firewall, routing, server, security, or advanced Microsoft 365 issues to senior engineers when appropriate.
• Maintain a professional and patient communication style with end users.

Do you have experience in Public Cloud?, * 2+ years of experience in help desk, desktop support, MSP support, or general IT support.

• Experience supporting Microsoft 365 Admin Center, Entra ID/Azure AD, and user account management.
• Familiarity with Intune or another MDM platform.
• Strong Windows 10/11 troubleshooting skills.
• Experience with common help desk tasks such as password resets, email troubleshooting, printer setup, device setup, and user onboarding/offboarding.
• Basic understanding of networking concepts such as IP addresses, Wi-Fi, DNS, DHCP, routers, switches, and firewalls.
• Experience supporting network printers/copiers and troubleshooting print/scan issues.
• Ability to communicate clearly with end users, vendors, and internal technical teams.
• Strong documentation skills and experience using a ticketing system.
• Ability to prioritize multiple support requests and follow through until resolution.
• Reliable transportation for occasional onsite support visits, if required.
• Preferred Qualifications
• Experience working for an MSP or supporting multiple client sites.
• Experience with ticketing/RMM tools such as Syncro, ConnectWise, Autotask, Freshdesk, Jira Service Management, Zendesk, or similar platforms.
• Experience with Microsoft Defender, MFA, Conditional Access, and basic security best practices.
• Experience with Google Workspace/Gmail administration.
• Experience supporting VoIP phone systems and coordinating with ISP, telecom, printer, and hardware vendors.
• Experience supporting nonprofit, education, healthcare, childcare, or small business environments., * Experience working for an MSP or supporting multiple client sites.
• Experience with ticketing/RMM tools such as Syncro, ConnectWise, Autotask, Freshdesk, Jira Service Management, Zendesk, or similar platforms.
• Experience with Microsoft Defender, MFA, Conditional Access, and basic security best practices.
• Experience with Google Workspace/Gmail administration.
• Experience supporting VoIP phone systems and coordinating with ISP, telecom, printer, and hardware vendors.

Experience supporting nonprofit, education, healthcare, childcare, or small business environments.

Ideal Candidate Profile

The ideal candidate is dependable, organized, and comfortable being the first point of contact for IT support requests. This person should be able to handle common help desk issues independently, know when to escalate, and take ownership of tickets from start to finish.

This role is best suited for someone who enjoys a mix of user support, device support, printer troubleshooting, Microsoft 365 administration, basic networking, and occasional onsite work.

$25 - $30 an hour - Permanent, Temp-to-hire, Full-time, Contract