M365 Helpdesk Technician

Summary

Join Planet Technologies, a leading Microsoft services provider, as a Microsoft 365 Helpdesk Technician and contribute to impactful public sector projects. This role involves providing critical day-to-day support for users, devices, and cloud-based systems, with some Azure AD Connect work. You will also play a key role in planning, designing, testing, and deploying new technologies. The position requires expertise in various platforms and excellent communication skills. Growth opportunities to engineering levels are available. The company offers competitive salaries and benefits.

Requirements

• Bachelor’s Degree is preferred with 3+ years of IT experience and service desk experience, or similar background
• Desktop OS: Must have thorough knowledge of Microsoft and Mac operating systems for the purpose of installing, troubleshooting, and upgrading those systems
• Related Microsoft 365 Administrative and configuration certifications
• Knowledge of technology components including but not limited to: Windows Desktop Operating System, Mac OS, Microsoft Office Desktop Suite including Microsoft Teams, Exchange Online, SharePoint, OneDrive, and Microsoft Dynamics CRM
• Ability to help implement related technologies and understand their dependencies in complex enterprise environments
• Professional with excellent communication skills, written and verbal
• Willingness to learn and grow in the technology
• Effectively articulate escalations and communicate progress to stakeholders
• Has ownership stake in the successful technical delivery of complex projects in large enterprise environments
• Has ownership stake in the delivery of the scop while assisting in managing customer expectations
• Must have the ability to proactively respond to internal/external questions and collaborate across internal/external teams
• Will be able to problem solve efficiently within the specific area of expertise and suggest process improvement or standardization as requested and/or directed
• Knowledgeable in the specific area of expertise to demonstrate a proactive approach to help customers make basic decisions around features and capabilities with the option of identifying and referring additional products or services within the specific areas of technical competence if needed and/or required for the customer

Responsibilities

• Surface and resolve day-to-day support issues on desktop/end-user support, application, and back-end systems
• Data Collection as needed and/or required for documentation purposes for technology, services and resources added to Team OneNote Notebook for centralized visibility and reference
• Might be Responsible for office space hardware configuration for users returning on site
• Will communicate as needed and/or required to third-party vendor support to accomplish needed activities
• Responsible for IT Helpdesk Management to include monitoring and reporting as required with a service objective of same day response time
• Will attend requested IT Department Status & Strategy meetings and will need to provide the IT Director with reporting on active tickets, end user technology feedback, and any potential trending end user facing technology issues
• Will maintain the ticketing system and work through ticket escalations as they come in
• Assist with implementation of new workloads
• Respond to, and resolve/manage, all computer/mobile issues as needed
• Will maintain and demonstrate through work performance a thorough understanding of existing and emerging Endpoint and Office 365 technologies
• Performs special projects and other duties as assigned

Benefits

Salaries for Helpdesk Technicians at Planet Technologies range from $50,000 and $70,000