IT Support - Microsoft 365 Administrator & Advanced Help Desk
About The Position
Tri Delta is seeking a Microsoft 365 Administrator & Advanced Helpdesk Technician to join our Technology team. This role is ideal for someone with strong troubleshooting skills and experience implementing cloud document storage systems. You will act as an escalation point for Tier 2 support and administer critical IT systems within the Microsoft 365 ecosystem for a user base of 150+. The ideal candidate will combine people-forward customer service skills with their expertise in Microsoft systems administration. The role is remote-optional. Please note that the Tri Delta offices will be closed for the holidays beginning Monday, December 22nd and reopen Monday, January 5th. We welcome applications during this period! We will review your applications and answer questions about the positions when we return in the new year.
Requirements
- Minimum of 3-5 years of related experience
- Bachelor’s degree OR Associate’s degree from an accredited college or university preferred with equivalent work experience
- Understanding of Microsoft products and Box or related cloud storage/document management system
- The ability to learn through research, technical certification and on-the-job training.
- Strong customer service skills
- Ability to lift up to 50 lbs
- Advanced trouble-shooting skills
- Detail-oriented, ability to think critically, self-starter
Nice To Haves
- Experience with Tier 2 IT support or similar position
- Experience working with Mac and PC users
- Experience with Microsoft 365 Admin Center, Microsoft Defender, asset management, email management, and laptop inventory/provisioning
- Understanding of Microsoft products and Box or related cloud storage/document management system
- Microsoft 365 Admin Certified
Responsibilities
- Process, respond, manage and close escalated help desk tickets for technical support within the prescribed response and closure timeframe using the ZenDesk platform.
- Participate in continuous learning opportunities to provide high quality support to the organization
- Provide assistance and training to staff and volunteers in the use of technology equipment and software.
- Escalate higher support as needed and when issues are escalated, continue to monitor to ensure that they are being resolved.
- Administer enterprise-wide software platforms, notably Microsoft 365 Admin Center, including users, performance, updates, outages.
- Scope includes 150+ users across several systems along with implementing system integrations.
- Monitor and troubleshoot email and other Office 365 services.
- Implement and manage security features to protect Office 365 data.
- Configure and maintain Office 365 applications, such as SharePoint and Teams.
- Collaborate with other IT professionals to integrate Office 365 with other systems.
- Stay up-to-date with technology advancements and improvements in Office 365.
- Maintain the record of software utilized by the enterprise and provide that record as part of the annual operating plan.
- Work with supervisor and staff to manage and implement the enterprise cybersecurity plan.
- Monitor and analyze security events and threats related to endpoints using Microsoft Defender
- Reconcile software billing and make recommendations for cost savings opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
