Help Desk Lead: Microsoft 365 & Cloud Support

Embedded Shishya; United States; Remote; USD 48,000 - 70,000; Full time

Job summary

Embedded Shishya in the United States is seeking an L1 Help Desk Lead to be the first line of support for end users, handling issues related to Microsoft 365, account access, devices, and service requests.

You will use tools such as Active Directory, Microsoft Entra ID, Microsoft 365 Admin Center, and ServiceNow, providing timely resolution with a focus on customer service and documentation.

Qualifications

• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
• Strong communication and customer service skills.
• Ability to follow processes and collaborate effectively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.

Responsibilities

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues - such as device compliance, Conditional Access modifications, and file migrations to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
• Maintain clear, professional communication with end users throughout the support process.

Skills

Strong communication

Problem solving

Documentation

Team collaboration

Education

High School diploma or equivalent

Tools

Active Directory

Microsoft Entra ID

Microsoft 365 Admin Center

ServiceNow

Job description

Embedded Shishya in the United States is seeking an L1 Help Desk Lead to be the first line of support for end users, handling issues related to Microsoft 365, account access, devices, and service requests.

You will use tools such as Active Directory, Microsoft Entra ID, Microsoft 365 Admin Center, and ServiceNow, providing timely resolution with a focus on customer service and documentation.