Information Technology Service Desk

We are seeking a motivated IT Service Desk Engineer/Technician to provide Tier 1 and Tier 2 support while contributing to endpoint management, Microsoft 365 administration, and security initiatives. This is a great opportunity to work alongside senior engineers and expand your expertise across enterprise systems and modern IT environments.Overview:This role sits at the intersection of hands-on technical support, endpoint engineering, and MSP coordination, with exposure to enterprise cloud, security, and infrastructure environments.You will lead a small internal IT support team while partnering closely with a 24x7 MSP managing NOC, Azure, security, and cloud operations.This is a high-impact role supporting a workforce of highly technical users requiring white-glove, high-trust support standards.What You’ll Own:Tier 1–3 IT Service Desk support and escalation ownershipEndpoint management and engineering via Microsoft Intune (must have strong hands-on experience)Microsoft 365 & Exchange Administration (mailboxes, user lifecycle, troubleshooting, onboarding/offboarding)Device imaging, deployment, configuration, and lifecycle management (laptops, desktops, mobile devices)Windows Server support (Active Directory, Group Policy, user/device management)Hardware troubleshooting down to BIOS-level diagnosticsITSM platform administration and support (Halo Service Desk, transitioning/aligning with ServiceNow via MSP)Coordination with MSP for infrastructure, cloud, cybersecurity, and NOC escalationsEnd-user onboarding/offboarding processes and documentation ownershipIT process documentation (procedures, KB articles, workflows, standards)Participation in IT projects (migrations, upgrades, process improvement initiatives)Must-Have Skills:5–7+ years IT Service Desk / Desktop Support experience (Tier 2–3 level)Advanced Microsoft 365 administration experienceStrong Microsoft Intune experience (critical requirement)Device management, compliance, application deployment, updates, imaging strategyMicrosoft Exchange administration experience (on-prem or online)Strong Windows OS and hardware troubleshooting (including BIOS-level support)Experience supporting Active Directory + Group Policy environmentsHands-on experience with ITSM tools (Halo Service Desk preferred; ServiceNow exposure a plus)Experience supporting multi-site or distributed enterprise environmentsStrong communication and end-user support skills (white-glove mindset)Ability to independently prioritize, troubleshoot, and escalate complex issuesNice to Have (Big Plus):Power BI experience (reporting, dashboards, operational insights)Scripting (Batch, PowerShell, or automation support)Experience writing IT policies, SOPs, or technical documentation frameworksExposure to Azure cloud environments and security concepts (MS XDR, identity, endpoint security)Networking fundamentals (TCP/IP, DNS, DHCP, VPN troubleshooting)ITIL framework knowledge or certification