Help Desk Technician I
About The Position
E2 Consulting Engineers, Inc. (E2) is seeking a collaborative Help Desk Technician to support a comprehensive cloud-native computing environment across the organization. Responsibilities include responding to requests via telephone, email, in person, or through remote access; providing technical guidance on system delivery, configuration, setup, maintenance, and troubleshooting for various hardware and software platforms; training staff on effective diagnosis and resolution of issues; and soliciting customer feedback to enhance training strategies. E2 is a dynamic and fast-paced organization seeking a proactive and professional team member who can work independently, demonstrate strong organizational skills, manage multiple tasks efficiently, and excels at interpreting, summarizing, and communicating data both at macro and micro levels. The Help Desk Technician will also collaborate with E2’s Chief Information Officer to address high-priority initiatives.
Requirements
- Minimum of 1 year of hands-on experience in a help desk setting.
- Demonstrated experience administrating Microsoft 365 cloud-only environments.
- Familiarity with Microsoft Entra ID.
- Proficiency with Microsoft Intune.
- Capable of assuming ownership of problems and working autonomously or collaboratively.
- Strong problem-solving, analytical, and teamwork capabilities.
- Excellent communication and interpersonal skills.
- Customer-focused with a calm and composed demeanor.
- Commitment to confidentiality regarding sensitive data.
- Proficient in English.
- Associate degree or technical diploma/degree with relevant certifications in Helpdesk Support and LAN Support, or equivalent education and experience.
Responsibilities
- Address service requests via phone, email, in-person, or remote channels.
- Provide expert assistance with the deployment, configuration, setup, maintenance, and troubleshooting of systems, hardware, and software.
- Support essential Microsoft 365 tools including SharePoint Online, Teams, OneDrive for Business, and Office.
- Facilitate IT-related onboarding and offboarding processes: managing accounts, hardware retrieval, and data migration.
- Deploy PCs utilizing Microsoft Autopilot.
- Oversee device management using Microsoft Intune.
- Configure devices to comply with ISO27001 standards.
- Maintain asset inventory and equipment assignment using inventory management systems.
- Liaise with vendors as necessary for hardware replacement.
- Manage help desk tickets efficiently and within established timelines.
- Diagnose performance issues, investigate critical errors, capture diagnostic traces, and analyze logs.
- Acquire and maintain expertise in a broad array of applications and systems; remain informed regarding upgrades and software updates.
- Prepare and revise end-user training materials and instructional videos.
- Compose and update technical documentation, including diagrams and configuration procedures.
- Execute diagnostics to resolve customer-reported issues and escalate matters when required.
- Ensure customer satisfaction throughout problem resolution; document all service requests and troubleshooting activities in an online database, conduct research as needed, and follow up to confirm resolutions.
- Provide after-hours support for urgent requests as needed.
- Perform additional duties as assigned.
Benefits
- health, dental, vision, and life insurance
- 401(k) with employer match
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
