Respond to and resolve Tier 1 helpdesk tickets via the ticketing system (SharePoint / Power Automate/Clickup)
Provide support for Microsoft 365 account issues including password resets, MFA setup, and license assignments
Assist with onboarding and offboarding tasks including account provisioning in Entra ID and Microsoft 365
Support device enrollment and basic configuration in Microsoft Intune
Troubleshoot common connectivity, email, and application access issues
Escalate unresolved or complex issues to senior engineers with proper documentation
Maintain and update internal IT knowledge base articles and runbooks
Assist with vendor or guest account management in Microsoft Entra ID
Follow SOC 2-aligned change management and ticketing procedures
Perform routine checks and basic maintenance tasks as assigned

0–2 years of experience in a helpdesk, IT support, or desktop support role
Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
Basic understanding of Active Directory / Entra ID user management
Ability to follow documented procedures and escalation paths
Strong written and verbal communication skills
Comfortable working in a remote-first, cloud-first environment
CompTIA A+, or similar entry-level certification
Exposure to Microsoft Intune or endpoint management concepts
Experience with 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

Helpdesk Technician

Key skills