Helpdesk Technician

General Matter•Paducah, KY

3d•$31 - $41

About The Position

General Matter is seeking a Helpdesk Technician to support its growing team in a fast-paced, engineering-driven environment. This is a hands-on role where the technician will take ownership of resolving complex end-user issues, managing devices through Intune, and administering identity and access systems in Azure / Entra ID. The role involves working closely with engineering, manufacturing, and operations teams to support critical systems, including CAD, CAM, and CFD applications. The technician will also contribute to operational excellence through strong onboarding/offboarding, asset management, and ITSM practices. This position is ideal for someone with strong technical depth, clear communication, and experience in industrial, manufacturing, or engineering environments who thrives on keeping systems and people performing at their best.

Requirements

4+ years of experience in a helpdesk, desktop, or IT support role, with senior or Tier 2–3 responsibilities.
Deep hands-on experience with Microsoft Intune, Azure / Entra ID, and Microsoft 365 administration.
Proficiency in Windows and Linux environments.
Strong understanding of endpoint management, device compliance, and identity access control.
Experience supporting engineering and manufacturing systems (e.g., CAD, CAM, CFD applications).
Strong troubleshooting skills with a proactive, customer-focused mindset.
Clear communication, solid documentation skills, and attention to operational detail.

Nice To Haves

Experience in manufacturing, engineering, or heavy industry settings.
Familiarity with GCC High or similar secure operational environments.
Experience using ManageEngine, ServiceNow, or other ITSM tools for asset and service management.
Knowledge of PowerShell or other scripting for automation and reporting.
Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100/MD-101) or equivalent.

Responsibilities

Provide Tier 2 and Tier 3 support for Windows and Linux users across engineering and business operations.
Administer and maintain Microsoft Intune for device configuration, patching, compliance, and endpoint security.
Manage Azure / Entra ID identities, MFA, and conditional access policies.
Support user and group administration across Microsoft 365 services (Exchange, Teams, SharePoint).
Support and troubleshoot engineering software such as CAD, CAM, and CFD tools (SolidWorks, CATIA, ANSYS, Siemens NX, etc.).
Manage the onboarding and offboarding lifecycle — provisioning accounts, configuring systems, and reclaiming or redeploying hardware.
Oversee asset management, tracking devices, licenses, and inventory using ManageEngine or similar tools.
Contribute to ITSM workflows, including incident, request, and change management.
Collaborate with systems and network teams on escalations and continuous improvement.
Support secure operations, including GCC High or other regulated environments (experience a plus).
Maintain clear, up-to-date documentation and SOPs for systems, processes, and recurring tasks.