Help Desk Technician I
E2 Consulting Engineers•Emeryville, CA
•Onsite
About The Position
E2 is seeking a proactive Help Desk Technician with 3–5 years of experience supporting Microsoft 365 environments. This role requires fast, accurate ticket resolution, clear communication, and a strong focus on maintaining a low average resolution timeframe—one of E2’s key help desk performance metrics. The ideal candidate takes ownership of issues, responds quickly, works independently, and looks for ways to prevent recurring problems while delivering a professional end-user support experience.
Requirements
- 3–5 years of help desk experience supporting users in a Microsoft 365 environment.
- Track record of meeting ticket response and resolution expectations.
- Proactive mindset with strong prioritization, follow-up, and problem-solving skills.
- Hands-on support experience with Teams, OneDrive for Business, Office, SharePoint Online, and Exchange Online.
- Experience troubleshooting Microsoft 365 access, sync, email, collaboration, and productivity issues.
- Working knowledge of Microsoft Entra ID, Intune, and endpoint support fundamentals.
- Experience deploying and configuring Windows PCs using Microsoft Autopilot.
- Ability to support mobile smart devices that access company network resources.
- Strong communication skills with a customer-focused, calm, and professional support style.
- Ability to document issues, resolutions, and follow-up actions clearly in the ticketing system.
Responsibilities
- Resolve help desk tickets quickly and accurately to support a low average resolution time.
- Respond promptly to user requests through phone, email, remote support, and in-person channels.
- Monitor ticket queues proactively, identify recurring issues, and prevent avoidable service delays.
- Own service requests from intake through resolution with clear updates and timely follow-up.
- Deploy and configure Windows PCs using Microsoft Autopilot and related endpoint management processes.
- Support Microsoft Teams, OneDrive for Business, Microsoft Office, SharePoint Online, and Exchange Online.
- Troubleshoot Microsoft 365 access, synchronization, collaboration, email, and productivity issues.
- Support mobile smart devices that access the E2 network, including configuration, connectivity, and user assistance.
- Document troubleshooting steps, resolutions, and follow-up actions in the help desk ticketing system.
- Perform additional IT support duties as assigned while maintaining responsive, customer-focused service.
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
Mid Level
Education Level
No Education Listed
