Junior IT Support Agent/Technician

About the Role

We’re seeking a customer-focused Junior IT Support Agent/Technician to provide first-line support for Microsoft technologies.

Key Responsibilities

• Frontline Incident Response
• Answer support tickets and log all interactions in the ITSM system.
• Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
• Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
• Support Microsoft Teams (sign-in issues, meetings, audio/video, device setup, basic governance).
• Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile, and application issues.
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
• Provision standard access per RBAC and approved workflows.
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes).
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications.
• Contribute to the knowledge base (KB) with clear, repeatable solutions and “how-to” guides.
• Escalation & Collaboration
• Escalate unresolved issues according to SLAs.
• Collaborate with systems administrators, network engineers, and security teams when required.

Requirements & Tech Stack

• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Windows 10/11 troubleshooting and user profile fundamentals
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments)
• Core networking concepts (DNS, DHCP, VPN) at a basic level
• Experience with an ITSM/ticketing tool
• Intune (device compliance, app deployments) and SCCM/ConfigMgr basics
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks)
• Scripting exposure (PowerShell) for repetitive tasks

Qualifications

• Bachelor’s degree from an accredited institution
• 0–2 years in an IT support/help desk role (or equivalent practical experience)
• Strong customer service, communication, and documentation skills
• Clear verbal/written communication; ability to explain technical concepts simply
• Time management and prioritization under SLA guidelines
• Attention to detail; consistent documentation practices
• A personal growth mindset—willingness to learn and improve

Certifications

• Security+ CE (Required at Hire)
• Microsoft Certified: Azure Fundamentals (AZ 900) (Required Within 90 Days Of Hire)
• Microsoft 365 Certified: Fundamentals (MS 900) (Required Within 90 Days Of Hire)

Shift Details

Positions available in the following shifts. Please specify in your application which (one or more) shift is your preference:

• Day, 8am-4pm
• Evening, 4pm-12am
• Night, 12am-8am

The Third Shift Support Specialist delivers responsive support to users operating across multiple geographic regions and time zones, ensuring continuity of service during non-business hours. The position documents incidents, service requests, troubleshooting activities, and resolutions within the organization's IT service management platform, while maintaining accurate records for knowledge sharing and operational continuity. The specialist communicates technical information clearly to both technical and non-technical users, provides guidance on system functionality and best practices, and facilitates the effective transition of unresolved issues to subsequent support tiers or business-hour teams. Through strong customer service and technical problem-solving skills, the specialist helps maintain a high level of user satisfaction and operational effectiveness across the enterprise.