End User Service Technician / IT helpdesk / Desktop support

Dice is the leading career destination for tech experts at every stage of their careers. Our client, I-Link Solutions, is seeking the following. Apply via Dice today!Looking for candidates with 5 or 8 years of experience. Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement.About The RoleThis role serves as the first line of IT support for associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.ResponsibilitiesServe as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interactionTroubleshoot Wi-Fi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devicesTroubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin CenterInstall approved software and provide admin elevation for authorized applications, coordinate with the security team on non-standard requestsManage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding logApply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge baseRequired5-8 years of IT helpdesk or desktop support experienceExperience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and IntuneFamiliarity with Microsoft Intune, Windows Autopilot, and JamfWorking knowledge of Active Directory, Entra ID, and Microsoft 365 Admin CenterExperience with Jira Service Management or equivalent ITSM platformStrong communication skills and a customer-first approachMust be eligible to work in the United States without sponsorshipDisclaimer: i-Link Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability.