Desktop Support Technician

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

📋 Description

• Act as the initial point of contact for IT support inquiries through phone, email, chat, and remote assistance tools.

• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, Microsoft 365 applications, VPN connectivity, and authorized business systems.

• Triage, prioritize, respond to, document, and resolve help desk tickets efficiently.

• Refer issues that exceed Level 1 scope to systems administrators, application administrators, developers, or third-party vendors.

• Detect recurring problems and propose process enhancements or additions to the knowledge base.

• Create, edit, and deactivate user accounts for onboarding, role transitions, and offboarding.

• Assist with password resets, account lockouts, multi-factor authentication (MFA), mailbox access, shared mailbox access, distribution groups, and Teams memberships.

• Assist with configuration requests for Exchange Online, Teams, and SharePoint.

• Provision, deploy, and support Windows workstations via Microsoft Intune.

• Manage hardware replacements, equipment returns, asset tracking, and device lifecycle documentation.

• Engage in Intune application packaging and automation initiatives.

• Monitor endpoint security alerts and investigate phishing or suspected security incidents.

• Execute assigned containment and remediation measures and uphold security policy compliance.

• Educate users on best practices for cybersecurity.

• Develop and maintain knowledge base articles, user manuals, and repeatable support procedures.

• Provide end-user training and guidance on Microsoft 365 tools.

• Attend Futuro Health’s Spring and Fall in-person All Hands events twice annually.

• Carry out other responsibilities as assigned.

⛳️ Requirements

• Over 1 year of experience in help desk, desktop support, service desk, or technical support positions.

• Proficient in troubleshooting Windows 11, Microsoft 365 applications, computer hardware, peripherals, and printers.

• Familiarity with an ITSM or help desk ticketing system to track, prioritize, document, and address support requests.

• Experience in user account management, password resets, and MFA assistance.

• Excellent customer service, communication, and problem-solving abilities.

• Capability to prioritize multiple requests and work effectively in a dynamic environment.

• High school diploma or equivalent is mandatory.

• Willingness to attend Spring and Fall in-person All Hands events twice a year.

• Ability to sit, stand, and type for extended periods.

• Availability to work flexible hours, including occasional evenings and weekends.

• Preferred: Experience with Microsoft Intune, Microsoft Entra ID, and endpoint management.

• Preferred: Knowledge of Microsoft Defender and cybersecurity best practices.

• Preferred: Experience in supporting remote and hybrid workforces.

• Preferred: CompTIA A+, Microsoft 365 Certified: Fundamentals (MS-900), or equivalent technical certification.

• Preferred: Completion of a technical training program or relevant industry certification.

• A degree is not necessary for this position.

🏝️ Benefits

• Platinum Tier Medical Plans: PPO, HMO, and HDHP options, fully funded by Futuro Health.

• Dental and Vision Plans, completely covered by Futuro Health.

• Life and AD&D insurance, long- and short-term disability, and EAP, fully provided by Futuro Health.

• Traditional and Roth Safe Harbor 401K Plans with a 100% match up to 4% of employee contributions, subject to IRS limits.

• Immediate 401K vesting.

• Flexible Spending Accounts: FSA, HSA, and Limited FSA Plans.

• Optional ancillary benefits, including hospital stay coverage, critical illness, accidents, legal services, identity theft protection, and pet care.

• Reimbursements for mobile phone, internet, and gym memberships.

• Wellness initiatives.

• Opportunities for professional development and career advancement.

• Flexible working hours.

• Reasonable accommodations as mandated by applicable law.