Help Desk Technician

Job Description:

• Support employees by resolving complex service requests and incidents through platforms such as Zendesk or Jira Service Management.
• Assist with the provisioning and deprovisioning of user accounts, email, and access to business systems using identity tools such as Okta and Microsoft Entra ID (formerly Azure AD).
• Troubleshoot and support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and desktop operating systems (Windows/macOS).
• Provide hands-on support for endpoint hardware (laptops, monitors, docks), Teams Bars, printers, and peripheral devices.
• Support video conferencing systems including Zoom and Microsoft Teams, ensuring equipment is operational and users are supported during meetings.
• Maintain accurate records of incidents, problems, and asset assignments in support tools and asset tracking systems.
• Assist in the configuration, deployment, and recovery of employee hardware during onboarding/offboarding processes.
• Create and update internal documentation and knowledge base articles to aid in issue resolution and team knowledge sharing.
• Collaborate with IT peers and escalate unresolved issues to appropriate teams when needed.
• Contribute to Help Desk process improvements and initiatives aimed at enhancing the employee technology experience.

REQUIRED QUALIFICATIONS / EXPERIENCE

• Experience in IT support or Help Desk roles with direct exposure to Tier 1-2-level responsibilities.
• Proficiency in Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), Windows and macOS operating systems.
• Experience supporting video conferencing platforms such as Zoom and Microsoft Teams, including hardware like Teams Bars.
• Working knowledge of identity and access management systems, including Okta and Microsoft Entra ID (formerly Azure Active Directory).
• Hands-on experience troubleshooting hardware, printers, peripherals, and device setup in a corporate environment.
• Familiarity with service management platforms such as Zendesk or Jira Service Management.
• Strong diagnostic, problem-solving, and communication skills with a focus on delivering excellent customer service.
• Ability to create and maintain documentation, including knowledge base articles and standard operating procedures.
• Associate degree in Information Technology or a related field preferred; relevant certifications (e.g., CompTIA A+, Microsoft 365, ITIL) are a plus.

COMPETENCIES

• Technical Troubleshooting
• Customer Service Orientation
• Attention to Detail
• Collaboration
• Documentation & Knowledge Sharing
• Problem Solving & Escalation
• The projected hourly range for this position is $20 to $25.

On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.