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

📋 Description

• Act as the primary contact for end-user technical inquiries and service requests through phone, email, and ticketing systems.

• Diagnose account-related issues in Active Directory and Microsoft Entra ID, which includes password resets, lockouts, and updates to group memberships.

• Offer fundamental support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.

• Utilize ServiceNow to log, monitor, and manage incidents, ensuring prompt resolution or escalation when necessary.

• Assist with Microsoft 365 environments under the supervision of senior personnel, focusing on mailbox permissions, license verification, and Intune device enrollments.

• Refer advanced issues like device compliance, Conditional Access adjustments, and file migrations to Level 2+ engineers.

• Adhere to established Standard Operating Procedures (SOPs) and contribute to internal documentation as well as knowledge-base articles.

• Maintain clear and professional communication with end users throughout the support process.

⛳️ Requirements

• Over 1 year of experience in IT Help Desk or technical support roles.

• Understanding of Active Directory, Microsoft 365, and ServiceNow (or similar platforms).

• Excellent communication and customer service abilities.

• Capability to adhere to processes and work collaboratively with remote teams.

• Strong desire to learn and advance in cloud administration and endpoint security.

• Proficient in creating and maintaining documentation, including knowledge-base articles.

• Preferred familiarity with Microsoft 365 Admin Center, Intune/Endpoint Manager, Conditional Access and security controls, as well as SharePoint/Teams migrations.

• Willingness or ability to learn mailbox management, Teams administration, device compliance and enrollment troubleshooting, along with basic migration troubleshooting.