Help Desk Assistant

Role overview

This full-time Help Desk Assistant position supports an IT team by handling first-line technical issues for users across office and field settings. The role is best suited to someone who is technically confident, customer-oriented, and experienced with Microsoft-based environments. The target profile includes 2–3 years of hands-on IT support experience.

What you will do

• Act as the initial contact for IT incidents and service requests received by phone, email, and the ticketing platform.
• Deliver Level 1 and Level 2 support for problems related to hardware, software, and network connectivity.
• Assist users working in both office and field locations within a hybrid environment.
• Diagnose and resolve issues in Microsoft 365 tools such as Outlook, Teams, SharePoint, and OneDrive.
• Support Azure Active Directory tasks including account administration, permissions, password resets, and group changes.
• Handle troubleshooting and setup for Windows 10 and Windows 11 desktops and laptops.
• Track and manage support requests through tools such as ServiceNow, Jira, or similar ITSM systems.
• Complete onboarding and offboarding activities, including account setup and access assignment.
• Provide basic assistance for Wi-Fi, VPN, and printer-related issues.
• Route more complex issues to senior support or infrastructure specialists when needed.
• Keep clear records of incidents, fixes, and internal procedures.
• Support remote staff and field technicians as required.
• Communicate in a professional, service-focused manner with end users.

Required background

• 2–3 years of experience in Help Desk, Service Desk, or Technical Support roles.
• Practical experience supporting Microsoft 365 environments.
• Working knowledge of Azure Active Directory, also known as Entra ID.
• Experience supporting and troubleshooting Windows 10/11 systems.
• Familiarity with IT ticketing platforms such as ServiceNow, Jira, or Freshservice.
• Strong analytical and troubleshooting ability.
• Good verbal and written communication skills.
• Ability to juggle several tasks in a busy, fast-moving setting.
• Customer-first attitude with strong attention to detail.

Preferred exposure

• Experience in environments that combine cloud services with on-premise systems.
• Exposure to Microsoft Intune or Endpoint Manager.
• Basic understanding of networking topics such as DNS, DHCP, VPN, and LAN/Wi-Fi troubleshooting.
• Experience supporting field-based staff or mobile teams.
• Basic familiarity with Active Directory Group Policy.

Work setup

The role may be hybrid or in-person depending on the location and client requirements. It involves a mix of remote technical support and occasional on-site or field assistance. The environment is fast-paced, with escalation support available from senior team members.

Ideal candidate profile

The preferred candidate is a reliable, service-driven IT professional who has practical experience in Microsoft-focused environments. They should be comfortable resolving end-user issues, adaptable to hybrid work situations, and able to explain technical solutions in simple terms for non-technical users.