Helpdesk Support Technician

This position provides Help Desk support for NCQA's Information Technology Operations department and is responsible for supporting the organization's end-user technology environment. The role assists with laptop provisioning, user onboarding and offboarding, hardware and software troubleshooting, account administration, and device lifecycle management. By delivering responsive technical support and exceptional customer service, the position helps ensure employees have secure, reliable, and efficient access to the technology resources needed to perform their work. This position requires 3-4 days/week in office support.

Primary Responsibilities

• Provide Tier 1 and Tier 2 technical support and troubleshooting for end-user incidents and service requests via phone, email, remote support, and in-person assistance. Manage and prioritize help desk ticket queues to ensure timely resolution of requests and adherence to established Service Level Agreements (SLAs).
• Support conference room technology and meeting services, including setup, monitoring, and troubleshooting of audio-visual equipment. Coordinate with external AV vendors to resolve issues and maintain system reliability.
• Provision and issue laptops and other end-user devices for new hires and replacement cycles in accordance with organizational hardware refresh standards.
• Assist with employee onboarding and offboarding activities, including provisioning and deprovisioning user accounts, managing service accounts, distribution groups, shared mailboxes, and access permissions.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Troubleshoot device, application, identity, and access issues related to Microsoft Entra, Microsoft 365, and endpoint management platforms.
• Maintain a strong customer service focus by effectively communicating technical information to users and ensuring a positive support experience.