Senior Help Desk Technician

Salary: $65,000 - $71,000/year

Work location: On-site 5 days/week, Washington, DC

The Senior Help Desk Technician provides frontline technical support, assisting customer personnel with hardware, software, and network-related issues. Ensures smooth operation of IT systems and facilitates user training on enterprise tools.

Duties and Responsibilities:

Technical Support & Troubleshooting:

• Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
• Troubleshoot hardware and software issues related to both Mac and Windows laptops, iOS/Android mobile devices, and associated cloud services.
• Conduct root cause analysis to identify, resolve, and prevent recurring technical issues across multiple platforms, including network connectivity, hardware failures, and software compatibility.

Customer Service & User Support:

• Deliver high-quality customer service, ensuring users receive timely, efficient, and professional support.
• Provide clear communication and regular updates to end-users on issue status, working to resolve user problems in a courteous and timely manner.
• Demonstrate empathy and patience, especially in complex or stressful situations.
• Conduct training sessions for users on best practices for using Microsoft Office, SharePoint, Zoom, and mobile device management systems.

System Administration & Maintenance:

• Support and maintain the operation of cloud-based systems like M365/O365 and Azure AD, including account management, permissions, and security configurations.
• Manage mobile device configurations through Intune/Endpoint Manager and ensure compliance with security policies across all devices (Mac, Windows, mobile phones).
• Provide user access management in Azure AD and support collaboration platforms such as SharePoint, ensuring data security and collaboration.

Documentation & Reporting

• Maintain accurate and thorough records of support tickets, troubleshooting steps, resolutions, and service requests in Zendesk.
• Produce documentation and knowledge base articles to assist in future troubleshooting and ensure knowledge continuity.

Security & Compliance

• Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services are compliant with security protocols, industry regulations, and internal policies.
• Provide guidance on security best practices, including password management, multi- factor authentication (MFA), and endpoint protection.