Helpdesk Technician
Hydra Host•Miami, FL
•$40,000 - $50,000•Remote
About The Position
The Helpdesk Technician will serve as the first point of contact for internal IT support requests. The role focuses on resolving common issues quickly, escalating complex cases to senior engineers, and maintaining accurate documentation of support activity. The technician will work under direct supervision and operate within established runbooks and procedures.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
