Responsibilities
- Resolve complex Service Desk tickets related to Microsoft 365, Windows devices, and collaboration tools, including issues that require deeper technical troubleshooting and cross-team coordination.
- Troubleshoot Outlook, Exchange Online, Teams, SharePoint, OneDrive, and desktop application issues, performing root-cause analysis and driving issues through resolution.
- Provide clear communication, sound judgment, and timely follow-up to users throughout the ticket lifecycle, including for high-impact or recurring issues.
- Deliver professional, high-quality support to business users, including executives when required, while serving as a technical resource and mentor for peers.
- Support user onboarding, offboarding, and access changes in Entra ID (Azure AD), helping ensure accuracy, timeliness, and alignment with established controls.
- Troubleshoot MFA, sign-in, and access issues; identify patterns, recommend corrective actions, and collaborate with Identity and Security teams on conditional access or policy-related issues when appropriate.
- Support Intune-managed Windows devices, including compliance issues, application installs, device configuration, and advanced endpoint troubleshooting.
- Document troubleshooting steps, resolutions, root-cause findings, and escalation details accurately in the ticketing system.
- Contribute to knowledge base articles, standard operating procedures, and support documentation to improve consistency, knowledge sharing, and service quality.
- Follow established incident, change, and security processes in a regulated environment, applying sound judgment and escalating risk appropriately.
- Assist end users during tenant transitions, acquisitions, divestitures, and device refresh activities, while helping identify opportunities to reduce disruption and improve execution.
- Participate in day-to-day technology operations and contribute to service improvements, recurring issue reduction, and operational maturity initiatives.
- Collaborate closely with Infrastructure, Security, and Identity teams to resolve complex issues, improve support standards, and strengthen the end-user computing environment.
Requirements
- 5–8+ years of Service Desk, End User Support, or End User Computing experience in a corporate environment; broader experience may be considered for a Senior Service Desk Engineer scope.
- Strong hands-on experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an enterprise environment.
- Working knowledge of Entra ID (Azure AD), MFA, and user access troubleshooting, with the ability to investigate complex authentication and access issues.
- Experience supporting Intune-managed Windows endpoints, including device compliance, configuration, and application support.
- Ability to resolve most issues independently, exercise sound technical judgment, and coordinate effectively across teams when deeper expertise is required.
- Strong customer service, documentation, communication, and organizational skills, with the ability to mentor peers and support operational consistency.
Nice to Have
- Experience in financial services or other regulated environments preferred.
Benefits
- competitive salary
- PTO
- paid holidays
- 401(k) with match
- performance-based incentives
Work Arrangement
Hybrid — Eastern time zones, Central time zones
Additional Information
- Periodic travel required as needed
- Experience in financial services or other regulated environments preferred
