Help Desk Support Technician

We are seeking Level 1 Help Desk Support Technicians to support a large-scale employee onboarding initiative impacting approximately 17,000 frontline employees. This team serves as the first point of contact for users requiring assistance with account access, password resets, multifactor authentication enrollment, and Microsoft 365 login support.

This position is ideal for candidates who enjoy helping others, providing excellent customer service, and resolving technical issues in a fast-paced support environment. Responsibilities

• Provide Level 1 technical support for user account access and authentication issues.
• Reset passwords and unlock user accounts within Active Directory.
• Assist employees with account setup and access-related requests.
• Support multifactor authentication (MFA) enrollment and Microsoft Authenticator setup.
• Troubleshoot Microsoft 365 login, password, and authentication issues.
• Guide users through basic technology onboarding processes and account activation.
• Document support requests, troubleshooting steps, and resolutions within the ticketing system.
• Escalate complex technical issues to appropriate support teams as needed.
• Deliver a positive customer experience while supporting a high volume of end users., * Weekend night schedule supporting critical onboarding and account access activities.

• Previous experience in a Help Desk, Service Desk, Technical Support, Desktop Support, or Customer Support environment.
• Experience administering and supporting Active Directory user accounts.
• Familiarity with Microsoft 365 applications and services.
• Knowledge of MFA, account authentication, and Microsoft Authenticator.
• Strong verbal and written communication skills.
• Ability to effectively assist non-technical users.
• Strong troubleshooting and problem-solving abilities., * Experience supporting large-scale onboarding, migration, or user enablement initiatives.
• Experience working in a call center, help desk, or high-volume support environment.
• Familiarity with ticketing systems and support documentation processes.
• Basic understanding of identity and access management concepts.

Preferred Skills

• Active Directory administration
• Password reset and account recovery
• Microsoft 365 support
• Multifactor Authentication (MFA)
• Microsoft Authenticator
• User provisioning and account access
• Technical troubleshooting
• Customer service and user support
• Documentation and ticket management
• Communication and interpersonal skills