Help Desk Technician Level 1-2

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing system.
• Deliver exceptional customer service while providing timely, professional, and courteous technical support.
• Meet or exceed established Service Level Agreements (SLAs) for ticket response and resolution times.
• Troubleshoot and resolve hardware, software, network, and peripheral issues.
• Support Windows 11 desktops and laptops.
• Provide support for Microsoft 365 applications including Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
• Manage user accounts, security groups, licenses, and multi-factor authentication in Microsoft Entra ID (Azure AD).
• Support Microsoft Intune managed devices and assist with device provisioning and troubleshooting.
• Install, configure, and maintain software applications and workstation hardware.
• Assist with employee onboarding and offboarding, including account setup, equipment deployment, and access management.
• Provide Tier 1 & 2 support for HOA management platforms including Vantaca, Caliber, Frontsteps, and CINC Systems.
• Troubleshoot application access, permissions, printing, and basic functionality issues for business applications.
• Coordinate with software vendors and escalate application issues when necessary.
• Accurately document support requests, resolutions, and knowledge base articles.
• Maintain IT asset inventory and equipment records.
• Support conference room technology, Microsoft Teams Rooms, printers, and mobile devices.
• Escalate complex issues to senior IT staff when appropriate.
• Participate in after-hours or on-call support as needed.
• Perform other duties as assigned.

• 1 3 years of Help Desk or Desktop Support experience
• Experience supporting Microsoft 365 environments
• Windows 11 troubleshooting experience
• Microsoft Entra ID / Active Directory experience
• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP)
• Excellent verbal and written communication skills
• Strong customer service mindset
• Ability to prioritize multiple tasks in a fast-paced environment

Preferred Qualifications

• Microsoft Intune
• Exchange Online
• SharePoint Online
• PowerShell
• RingCentral
• Experience supporting Vantaca, Caliber, Frontsteps, or CINC Systems