We are seeking a motivated IT Service Desk Engineer/Technician to provide Tier 1 and Tier 2 support while contributing to endpoint management, Microsoft 365 administration, and security initiatives. This is a great opportunity to work alongside senior engineers and expand your expertise across enterprise systems and modern IT environments.
Overview:
This role sits at the intersection of hands-on technical support, endpoint engineering, and MSP coordination, with exposure to enterprise cloud, security, and infrastructure environments.
You will lead a small internal IT support team while partnering closely with a 24x7 MSP managing NOC, Azure, security, and cloud operations.
This is a high-impact role supporting a workforce of highly technical users requiring white-glove, high-trust support standards.
What You’ll Own:
- Tier 1–3 IT Service Desk support and escalation ownership
- Endpoint management and engineering via Microsoft Intune (must have strong hands-on experience)
- Microsoft 365 & Exchange Administration (mailboxes, user lifecycle, troubleshooting, onboarding/offboarding)
- Device imaging, deployment, configuration, and lifecycle management (laptops, desktops, mobile devices)
- Windows Server support (Active Directory, Group Policy, user/device management)
- Hardware troubleshooting down to BIOS-level diagnostics
- ITSM platform administration and support (Halo Service Desk, transitioning/aligning with ServiceNow via MSP)
- Coordination with MSP for infrastructure, cloud, cybersecurity, and NOC escalations
- End-user onboarding/offboarding processes and documentation ownership
- IT process documentation (procedures, KB articles, workflows, standards)
- Participation in IT projects (migrations, upgrades, process improvement initiatives)
Must-Have Skills:
- 5–7+ years IT Service Desk / Desktop Support experience (Tier 2–3 level)
- Advanced Microsoft 365 administration experience
- Strong Microsoft Intune experience (critical requirement)Device management, compliance, application deployment, updates, imaging strategy
- Microsoft Exchange administration experience (on-prem or online)
- Strong Windows OS and hardware troubleshooting (including BIOS-level support)
- Experience supporting Active Directory + Group Policy environments
- Hands-on experience with ITSM tools (Halo Service Desk preferred; ServiceNow exposure a plus)
- Experience supporting multi-site or distributed enterprise environments
- Strong communication and end-user support skills (white-glove mindset)
- Ability to independently prioritize, troubleshoot, and escalate complex issues
Nice to Have (Big Plus):
- Power BI experience (reporting, dashboards, operational insights)
- Scripting (Batch, PowerShell, or automation support)
- Experience writing IT policies, SOPs, or technical documentation frameworks
- Exposure to Azure cloud environments and security concepts (MS XDR, identity, endpoint security)
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN troubleshooting)
- ITIL framework knowledge or certification
