IT Helpdesk Level 1 (US Based Client)

Work Schedule: Eastern Timezone
Work Set-Up: 100% Onsite

Position Overview:
We are looking for a Level 3 IT Help Desk to provide advanced technical support and guidance to our customers and internal staff. You will be responsible for resolving complex issues related to Microsoft Azure Virtual Desktop Intune 365 and other cloud-based services and applications. You will also perform system administration configuration and maintenance tasks for our IT infrastructure and network.

Job Description:
To be successful in this role you must have Azure certificates and extensive knowledge of the Microsoft environment. You must also have deep analytical skills and the ability to troubleshoot and solve problems effectively. The ideal candidate should be customer-oriented proactive and collaborative.

Duties and Responsibilities:

• Provide Level 3 support and troubleshoot complex issues with Microsoft 365 Azure Intune Meraki firewalls Azure VPN and other services.
• Manage incoming tickets escalated from Level 1 or Level 2 support teams and drive to resolution.
• Create and update knowledge base documentation how-to guides FAQs and process documentation.
• Assist with onboarding and configurations of Microsoft 365 Azure MDM networking security and other solutions.
• Proactively identify opportunities to improve managed services through customer engagements.
• Escalate to engineering when necessary and manage communication across stakeholders

Job Requirements:

• Bachelors degree in Computer Science Information Technology or related field.
• Azure certificates such as AZ-900 AZ-104 AZ-303 AZ-304 or equivalent (preferred but not all required).
• Ticketing system experience (ConnectWise Manage strongly preferred).
• 5 years experience in a help desk or system administration role.
• Extensive knowledge and experience in Microsoft Azure Virtual Desktop Intune 365 and other cloud-based services and applications.
• Deep analytical skills and the ability to troubleshoot and solve problems effectively.
• Superior critical thinking and complex technical troubleshooting skills.
• Excellent communication skills both written and verbal.
• Customer-oriented proactive and collaborative attitude.
• Ability to work independently or as part of a team.
• Strong written and verbal communication skills with customer service focused aptitude.
• Detail-oriented individuals who are team players highly self-motivated.
• Sharing our core belief system of Teamwork Service and Growth is table stakes for joining the team.
• Adaptable to change and willingness to learn different processesits what the Growth core value is all Met!
• Candidates should have well-developed Microsoft Office skills including Word Outlook PowerPoint and Excel
• US Client experience is a plus.

WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.