Help Desk Technician Level 1/2

Pittsburgh Winsupply - Fire Sprinklers & Fabrication; Massachusetts; Hybrid; USD 50,000 - 60,000; Full time

Job summary

Pittsburgh Winsupply - Fire Sprinklers & Fabrication is seeking a Level 1/2 Help Desk Technician to support end users across Windows, macOS, and Microsoft 365 in a hybrid role in Worcester, MA. You will troubleshoot hardware, software, and network issues, manage AD and Azure AD accounts, and ensure excellent customer service.

The ideal candidate has 2+ years in IT support, strong AD/AAD, and familiarity with Intune/Endpoint Manager.

Qualifications

• 2+ years in Help Desk or IT Support roles.
• Experience administering Active Directory and Azure AD Entra ID.
• Strong Microsoft 365 knowledge and support skills.
• Proficiency with Windows and macOS devices and end-user support.
• Solid networking basics: DNS/DHCP/VPN and Wi‑Fi.
• Familiarity with common ticketing systems (ServiceNow/Jira/Zendesk/ConnectWise/Freshservice).
• Excellent troubleshooting and customer service abilities.

Responsibilities

• Serve as primary contact for IT support via phone, email, chat, and tickets.
• Troubleshoot Level 1/2 hardware, software, and network issues.
• Manage user accounts and permissions in AD and Azure AD Entra ID.
• Support and troubleshoot Microsoft 365 services.
• Configure Windows 10/11 and macOS devices; onboarding/offboarding.
• Resolve MFA, password, authentication, and access problems.
• Support Intune/Endpoint Manager and VPN connectivity.
• Document solutions and maintain knowledge base; escalate when needed.

Skills

Active Directory administration

Azure AD (Entra ID)

Microsoft 365 administration

Windows & macOS support

Network troubleshooting

Service desk / ticketing

Customer service / communication

PowerShell (basic)

Intune / Endpoint Manager

Tools

Intune / Endpoint Manager

Job description

Hybrid Work / 50-60k / Full Time / Worcester MA

We are seeking a skilled and customer-focused Level 1/2 Help Desk Technician to provide technical support for end users across Windows, macOS, Microsoft 365, and cloud environments. The ideal candidate will possess strong troubleshooting skills, experience with Active Directory and Azure AD (Microsoft Entra ID), and the ability to resolve a broad range of hardware, software, and network-related issues while delivering exceptional customer service.

Key Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve Level 1 and Level 2 technical issues related to operating systems, applications, hardware, and network connectivity.
• Administer user accounts, security groups, and permissions in Active Directory and Azure AD (Entra ID).
• Support and troubleshoot Microsoft 365 services, including:
• Configure, deploy, and support Windows 10/11 and macOS devices.
• Perform user onboarding and offboarding activities.
• Troubleshoot MFA, password reset, authentication, and access issues.
• Support endpoint management platforms such as Microsoft Intune.
• Install, configure, and maintain desktop software and hardware.
• Diagnose and resolve VPN, Wi-Fi, DNS, DHCP, and network connectivity issues.
• Create and maintain technical documentation and knowledge base articles.
• Escalate complex issues to senior engineers when necessary.
• Track and update incidents, service requests, and problem tickets according to SLA requirements.

Required Qualifications

• 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Hands-on experience with Active Directory administration.
• Experience supporting Azure Active Directory (Microsoft Entra ID).
• Strong working knowledge of Microsoft 365 administration and support.
• Experience supporting both Windows and macOS operating systems.
• Working knowledge of:
• TCP/IP
• DNS
• DHCP
• VPN connectivity
• Wireless networking
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, ConnectWise, or Freshservice.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Strong verbal and written communication abilities.

Preferred Qualifications

• Microsoft 365 Fundamentals (MS-900)
• Azure Fundamentals (AZ-900)
• CompTIA A+ or Network+
• Experience with Intune or Endpoint Manager
• Experience supporting hybrid Azure AD environments
• Experience with PowerShell administration
• Knowledge of cybersecurity best practices