Overview

Reporting directly to the IT Manager, Cloud & Security, we are seeking an experienced IT Help Desk Technician (Office 365 Support) to join our dynamic IT support team. This role provides an excellent opportunity for a technically skilled and service-driven professional to contribute to enterprise IT operations in a fast-paced, high-availability environment.

As a member of the RS team, the Help Desk Technician will support a culture of operational excellence with a strong focus on end-user experience, IT service delivery, and adherence to organizational values of respect, resilience, safety, and teamwork.

Responsibilities

Provide Tier 1 technical support to end-users via phone, email, chat, and ticketing systems.
Diagnose, troubleshoot, and resolve hardware, software, and Microsoft 365 application issues in a Windows-based environment.
Administer and support Microsoft 365 services, including user provisioning, licensing, and configuration.
Perform user account management tasks within Active Directory (AD) and Azure Active Directory (Azure AD).
Support Exchange Online mailbox issues, email flow troubleshooting, and Outlook client configuration.
Assist with configuration and support of SharePoint Online, Microsoft Teams, and OneDrive for Business.
Monitor, triage, and manage service desk tickets (ITSM platform) to ensure SLA compliance and accurate documentation.
Escalate complex technical issues to Tier 2/3 support or system administrators as needed.
Collaborate with IT infrastructure and security teams to support incident resolution and problem management.
Assist in the deployment, imaging, and configuration of end-user devices and workstations.
Support system upgrades, software rollouts, and cloud migration initiatives.
Maintain and contribute to knowledge base articles, SOPs, and technical documentation.
Stay current with evolving technologies, Microsoft 365 updates, and IT best practices.
Perform additional duties as assigned.

Training / Qualifications

Bachelor's degree in computer science, Information Technology, or related field preferred.
3-5 years of experience in IT Service Desk / Technical Support roles.
Strong hands-on experience supporting Microsoft 365 (Office 365) environments.
Solid knowledge of:
- Active Directory / Azure Active Directory
- Exchange Online
- Microsoft Teams
- SharePoint Online
Strong troubleshooting skills across Windows 10/11, Microsoft Office Suite, and endpoint devices.
Familiarity with ITSM platforms (ServiceNow, Zendesk, or similar).
Understanding basic networking concepts (DNS, DHCP, VPN).
Excellent communication skills with a strong focus on end-user support and customer service excellence.
Ability to work independently in a fast-paced, ticket-driven environment.
Strong analytical and problem-solving capabilities with attention to detail.
Certifications such as CompTIA A+, Microsoft Fundamentals (MS-900), or equivalent are a plus.

Working Conditions

Office environment, hybrid, or remote work depending on business needs.
May include exposure to plant/industrial environments (heat, cold, dust, or noise) depending on support requirements.

Benefits

Competitive salary and benefits package with Cigna
Health, dental, and vision insurance
401(k) retirement plan 5% match
Paid time off and holidays

Job Posted by ApplicantPro

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