Senior Help Desk Technician
About the RoleThe Senior Help Desk Technician is responsible for providing advanced technical support and troubleshooting within the Microsoft ecosystem, including Office 365, Azure, SharePoint, OneDrive, Teams, Active Directory, and other related brokerage vendor applications.ResponsibilitiesTechnical Support: Provide expert-level support for Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, OneDrive, etc.), Azure services, SharePoint, Teams, and other Microsoft products.Troubleshoot and resolve issues related to Microsoft services, including integration with third-party applications.Troubleshoot and resolve issues related to vendor brokerage and CRM applications.Assist users with the configuration, deployment, and ongoing management of Microsoft cloud environment.Manage and resolve escalated issues related to Active Directory, Exchange, and other critical infrastructure components.Troubleshoot and resolve issues related to equipment, including phones, printers, and scanners.System Administration: Administer and maintain Microsoft Azure environments, including virtual machines, storage, networking, and security configurations.Oversee and support the administration of Office 365, including user management, licensing, and security settings.Support SharePoint Online configurations, including site setup, permissions, and content management.User Training and Documentation: Develop and maintain technical documentation, including user guides, knowledge base articles, and best practices.Conduct training sessions and webinars for end users and internal IT staff on various products and services.Stay up-to-date with the latest Microsoft updates, features, and best practices to ensure optimal use of the ecosystem.Mentorship and Leadership: Serve as a mentor to junior help desk staff, providing guidance on troubleshooting techniques and Microsoft ecosystem best practices.Lead by example in delivering high-quality customer service and technical support.Assist in the development and implementation of standard operating procedures (SOPs) for the help desk team.Collaboration and Continuous Improvement: Collaborate with technology vendors to resolve cross-functional issues and implement integrated solutions.Identify and address recurring issues by implementing proactive measures and continuous improvement initiatives.Participate in regular team meetings to discuss support trends, challenges, and opportunities for process enhancements.Escalation Management: Act as the primary escalation point for complex issues.Work closely with Microsoft support and other vendors to resolve critical issues and implement solutions.Ensure timely resolution and communication of status updates for all escalated cases.QualificationsEducation and Experience: Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.3 years of experience in a help desk or technical support role, with at least 2 years focused on the Microsoft ecosystem.Experience in the brokerage industry preferred.Relevant MS certifications preferred.Technical Skills: In-depth knowledge of Microsoft Office 365, Azure, SharePoint, Teams, Active Directory, and related technologies.Experience with Microsoft cloud services, including Azure AD, Intune, and conditional access policies.Familiarity with security best practices and compliance requirements within the Microsoft ecosystem.Soft Skills: Excellent problem-solving and analytical skills.Strong verbal and written communication abilities.Ability to work independently and as part of a team, with a high level of professionalism.Strong organizational skills and the ability to manage multiple tasks and priorities effectively.