Senior Help Desk Technician

Gunnison Consulting Group•Washington, DC

5d•Onsite

About The Position

The Senior Help Desk Technician provides frontline technical support, assisting customer personnel with hardware, software, and network-related issues. Ensures smooth operation of IT systems and facilitates user training on enterprise tools.

Requirements

Minimum of 8 years of experience in a technical support or IT help desk environment with progressive responsibility.
At least 2 years of experience administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and software-as-a-service solutions (e.g., Zoom, mFax, Teams, Eagle Eye, Brivo, Everbridge, or other cloud-based services).
Proven experience supporting a diverse range of devices, including MacOS, Windows, mobile devices (iOS and Android), and cloud-based technologies.
Solid background in troubleshooting complex IT problems and performing root cause analysis.
Strong customer service experience with a focus on providing exceptional support in a fast-paced, multi-tasking environment.
Previous experience working with ticketing systems, preferably Zendesk, and keeping accurate records of technical issues and resolutions.
Proficient in managing and troubleshooting M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and associated cloud-based services.
Strong understanding of MacOS, Windows OS, iOS, and Android device management and troubleshooting.
Experience with VoIP systems (Poly Phones, etc.) and related telecommunication technologies.
Proficiency in troubleshooting hardware and software for both laptops (Mac and Windows) and mobile devices (iOS and Android).
Knowledge of security camera systems (Axis Security Cameras) and related configurations.
Familiarity with faxing solutions (Documo mFax) and Zoom communication platform.
Strong diagnostic skills for identifying and resolving issues at the system, application, and user levels.
Ability to perform root cause analysis to prevent recurring issues and recommend long-term solutions.
Excellent communication skills to effectively interact with end-users of various technical backgrounds.
Strong customer service orientation with the ability to handle challenging customer situations in a professional and calm manner.
Experience in providing training and technical support in an easy-to-understand, user-friendly manner.
At least one of the following technical certifications: Microsoft Certified: Azure Fundamentals or Microsoft Certified: Security, Compliance, and Identity Fundamentals, CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Certified Information Systems Security Professional (CISSP), ITIL Foundation Certification, Apple Certified Support Professional (ACSP).
Agreement to recertify within 3 months of start date if certifications have lapsed.
Ability to obtain and maintain a Public Trust.

Nice To Haves

Experience with telecommunication systems (VoIP like Poly Phones) and security camera systems (Axis, Eagle Eye).
Knowledge of managing software as a service such as virtual faxing using Documo mFax, Everbridge, or Zoom/ZoomGov.
Experience working in a hybrid work environment supporting remote and on-site users.
Customer Service Certifications: HDI Support Center Analyst Certification, ITIL Foundation for IT service management, Microsoft Certified: Dynamics 365 Fundamentals (Customer Service).

Responsibilities

Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
Troubleshoot hardware and software issues related to both Mac and Windows laptops, iOS/Android mobile devices, and associated cloud services.
Conduct root cause analysis to identify, resolve, and prevent recurring technical issues across multiple platforms, including network connectivity, hardware failures, and software compatibility.
Deliver high-quality customer service, ensuring users receive timely, efficient, and professional support.
Provide clear communication and regular updates to end-users on issue status, working to resolve user problems in a courteous and timely manner.
Demonstrate empathy and patience, especially in complex or stressful situations.
Conduct training sessions for users on best practices for using Microsoft Office, SharePoint, Zoom, and mobile device management systems.
Support and maintain the operation of cloud-based systems like M365/O365 and Azure AD, including account management, permissions, and security configurations.
Manage mobile device configurations through Intune/Endpoint Manager and ensure compliance with security policies across all devices (Mac, Windows, mobile phones).
Provide user access management in Azure AD and support collaboration platforms such as SharePoint, ensuring data security and collaboration.
Maintain accurate and thorough records of support tickets, troubleshooting steps, resolutions, and service requests in Zendesk.
Produce documentation and knowledge base articles to assist in future troubleshooting and ensure knowledge continuity.
Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services are compliant with security protocols, industry regulations, and internal policies.
Provide guidance on security best practices, including password management, multi-factor authentication (MFA), and endpoint protection.