Position Overview 

We are seeking a proactive and customer-focused IT Service Desk Technician with hands-on experience supporting Microsoft Office 365 environments. The ideal candidate will be responsible for providing first- and second-line technical support to end users and troubleshooting hardware and software issues. This role requires a strong understanding of Microsoft technologies, excellent communication skills, and a passion for solving technical problems. 

Key Responsibilities 

• Serve as the first point of contact for IT-related inquiries via ticketing system, email, and messaging channels. 

• Provide day-to-day support for Office 365 applications and other business and engineering applications  

• Troubleshoot and resolve hardware, software, and network connectivity issues. 

• Assist with onboarding/offboarding processes, including user setup, equipment configuration, and access management. 

• Escalate complex technical issues to higher-level support teams when necessary. 

• Coordinate and engage with 3rd party technical support when necessary. 

• Document solutions, recurring issues and process improvements in the knowledge-base  

• Maintain detailed documentation of issues, solutions, and processes in the IT knowledge base. 

• Support the configuration and deployment of end-user devices (Windows and mobile devices). 

• Ensure compliance with IT policies, security best practices, and data protection standards. 

• Contribute to continuous improvement of IT services and infrastructure and participate in small infrastructure and security projects. 

Required Skills & Qualifications 

• Bachelor's degree in Information Technology, Information Systems, Information Security, or a related field, or equivalent years of experience 

• Must be a US citizen 

• 2+ years of experience in a technical support or service desk role. 

• Strong experience supporting Microsoft Office 365 environments. 

• Ability to work both independently and managed priorities, and collaboratively in a team. 

• Willingness to take on new challenges and adapt to a dynamic and fast paced IT environment. 

• Experience with ticketing systems such as ServiceNow, Zendesk, Freshservice, or Jira Service Management. 

• Excellent communication, problem-solving, and customer service skills. 

Preferred Qualifications 

• Familiarity with endpoint management tools  

• Experience with vulnerability management tools and procedures  

• Industry certifications such as CompTIA A+, Network+, Security+ 

• Experience working within the Microsoft Government cloud 

• Familiarity with basic networking (TCP/IP, VPN, Wi-Fi troubleshooting) 

EEO Statement:  

 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.