About This Role
This Help Desk Technician I role provides frontline technical support for a modern end-user environment, focusing on Windows, Microsoft 365, JumpCloud, and endpoint technologies. It suits a customer-focused individual who can deliver exceptional service and timely issue resolution, ideally with experience supporting end users in cloud-first environments. This position offers an excellent opportunity to grow an IT career with exposure to modern identity and endpoint management platforms.
Responsibilities
- Provide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools
- Troubleshoot and resolve issues related to Microsoft 365 applications and services, Windows 11 operating systems, MacBook and Dell endpoint devices, user account access and authentication, and basic endpoint and application issues
- Administer user accounts and permissions within JumpCloud
- Support password resets, account provisioning, deprovisioning, and user lifecycle activities
- Assist with endpoint monitoring, patching, and device management through JumpCloud
- Support Microsoft Entra ID-connected environments and assist with identity-related troubleshooting
- Document incidents, requests, and resolutions within the ticketing platform
- Escalate complex issues to senior technical teams when appropriate
- Assist with workstation deployments, hardware replacements, and onboarding activities
- Support continuous improvement efforts related to service delivery and user experience
Requirements
- 1
- 3 years of experience in a Help Desk, Service Desk, or Desktop Support role
- Experience supporting Microsoft 365, Windows 11, and end-user devices and peripherals
- Familiarity with user account administration, password management, and basic identity and access management concepts
- Strong troubleshooting and customer service skills
- Excellent written and verbal communication abilities
- Ability to prioritize and manage multiple support requests effectively
Nice to have:
- Experience with JumpCloud for user management, password administration, endpoint monitoring, and device patching and management
- Experience supporting MacOS and Windows environments
- Familiarity with Microsoft Entra ID (Azure AD)
- Experience working with Jira Service Management or Jira ticketing systems
- Basic Jira administration or configuration experience is a plus
- Experience supporting SaaS-based business environments
About the Company
MetroSys is seeking a Help Desk Technician.
