• Address and resolve Tier 1 helpdesk inquiries through the ticketing system (SharePoint / Power Automate/Clickup)

• Offer assistance for Microsoft 365 account-related issues such as password resets, MFA configuration, and license allocations

• Aid in onboarding and offboarding processes, including account setup in Entra ID and Microsoft 365

• Provide support for device enrollment and basic setup in Microsoft Intune

• Diagnose common connectivity, email, and application access problems

• Forward unresolved or complex matters to senior engineers with the necessary documentation

• Update and maintain internal IT knowledge base articles and runbooks

• Support vendor or guest account management within Microsoft Entra ID

• Adhere to SOC 2-aligned change management and ticketing protocols

• Execute routine checks and basic maintenance tasks as assigned

• 0–2 years of experience in a helpdesk, IT support, or desktop support position

• Knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)

• Basic understanding of Active Directory / Entra ID user management

• Ability to adhere to documented procedures and escalation protocols

• Excellent written and verbal communication abilities

• Comfortable operating in a remote-first, cloud-first environment

• Possession of CompTIA A+, or a similar entry-level certification

• Exposure to Microsoft Intune or concepts related to endpoint management

• Experience using a ticketing system (ServiceNow, Jira, Freshdesk, or similar)

• Basic understanding of security hygiene practices (MFA, least privilege, phishing awareness)

• Familiarity with Cloudflare or Zero Trust networking concepts

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible work arrangements to promote work-life balance

• Engaging company culture and team-building activities

Helpdesk Technician

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