Help Desk Technician I: Cloud-First Support & Identity

MetroSys, Inc.; United States; Remote; USD 42,000 - 54,000; Full time

Job summary

MetroSys, Inc. is looking for a customer-focused Help Desk Technician I to provide frontline technical support for a modern end-user environment.

You will assist users across Windows 11, Microsoft 365, JumpCloud, and endpoint devices while delivering strong customer service and timely issue resolution. The role emphasizes growth in IT career paths, exposure to identity management, and guidance on device management platforms in a cloud-first environment.

Qualifications

• 1–3 years of experience in a Help Desk, Service Desk, or Desktop Support role.
• Experience supporting: Microsoft 365, Windows 11, End-user devices and peripherals.
• Familiarity with: User account administration, Password management, IAM concepts.
• Strong troubleshooting and customer service skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize and manage multiple support requests effectively.

Responsibilities

• Provide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools.
• Troubleshoot and resolve issues related to Microsoft 365, Windows 11, and end-user devices.
• Administer user accounts and permissions within JumpCloud.
• Support password resets, account provisioning, deprovisioning, and user lifecycle activities.
• Assist with endpoint monitoring, patching, and device management through JumpCloud.
• Support Microsoft Entra ID-connected environments and assist with identity-related troubleshooting.
• Document incidents, requests, and resolutions within the ticketing platform.
• Escalate complex issues to senior technical teams when appropriate.
• Assist with workstation deployments, hardware replacements, and onboarding activities.
• Support continuous improvement efforts related to service delivery and user experience.

Skills

Customer service

Troubleshooting

End-user support

Communication skills

Tools

JumpCloud

Jira Service Management

Microsoft Entra ID

Azure AD

Job description

MetroSys, Inc. is looking for a customer-focused Help Desk Technician I to provide frontline technical support for a modern end-user environment.

You will assist users across Windows 11, Microsoft 365, JumpCloud, and endpoint devices while delivering strong customer service and timely issue resolution. The role emphasizes growth in IT career paths, exposure to identity management, and guidance on device management platforms in a cloud-first environment.