IT HELP DESK TECHNICIAN Humble TX
EmergencyMD, Houston, TX, United States
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
#J-18808-Ljbffr
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
#J-18808-Ljbffr