Application & End User Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 1-2 support for business applications, laptops, desktops, mobile devices, printers, peripherals, and remote-access tools.

• Diagnose issues with Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and problems related to access.

• Assist with password management, multifactor authentication, account access, and group membership within Active Directory and Microsoft Entra ID.

• Manage service desk requests from the initial contact to resolution or appropriate escalation, ensuring users are kept informed throughout the process.

• Facilitate onboarding by preparing devices, coordinating access, installing approved software, and assisting new employees in their initial setup.

• Collaborate with infrastructure, security, application, and vendor teams to address incidents and recurring issues.

• Develop support notes, user instructions, and knowledge base articles.

• Aid employees in adopting Microsoft 365 Copilot and other approved business tools.

• Recognize suspicious activities or potential security issues and escalate them promptly.

• Propose enhancements to support processes, systems, documentation, and training initiatives.

⛳️ Requirements

• An associate's or bachelor's degree in information technology or a comparable level of practical experience.

• Preferred certifications include CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or similar qualifications.

• Two to three years of experience in help desk, desktop support, application support, or end-user support roles.

• Hands-on experience supporting Microsoft 365, Windows devices, user accounts, and commonly used business applications.

• Strong troubleshooting abilities and sound judgment regarding escalation procedures.

• Excellent verbal and written communication skills with both technical and non-technical users.

• A customer-centric approach with a commitment to thorough follow-through and precise documentation practices.

• Capability to take ownership of issues and keep users informed until a resolution is reached.

• Ability to maintain composure and a systematic approach when priorities shift or multiple requests arise.

• Skill in explaining technical subjects in a practical and accessible manner.

• A commitment to security, confidentiality, teamwork, and continuous improvement.

• A genuine interest in learning new applications and assisting others in utilizing technology effectively.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.