Helpdesk Specialist: Windows 11 & M365 Expert

Avicena Tech; Sunnyvale (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

Avicena is seeking a responsible and technically skilled Helpdesk Support Technician to join our team in Sunnyvale, California. You will provide remote and on-site assistance for Windows 11, Microsoft 365, and general hardware support, with a focus on quick, user-friendly resolutions.

This role requires after-hours on-call support, strong troubleshooting abilities, and a commitment to delivering exceptional customer service while maintaining high satisfaction levels.

Qualifications

• Minimum of 2 years of experience in helpdesk and user support roles.
• Strong technical knowledge of Windows 11, and Microsoft 365.
• Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals.
• Working knowledge of TCP/IP and general networking principles.
• Experience with DNS, DHCP, PING, Drive Mapping, Network connections.
• Proven ability to troubleshoot technical issues and provide timely resolutions.
• Good communication skills, both verbal and written, with a focus on clear and concise customer interactions.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
• Familiarity with SSO and MFA.

Responsibilities

• Provide remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues.
• Troubleshoot and resolve hardware issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices.
• Provide support for Windows 11, and Microsoft 365 environments, troubleshooting software and system-related issues.
• Microsoft Outlook, Word, PowerPoint, SharePoint, and OneDrive.
• Offer application support for various software programs and internal tools.
• Utilize ticketing systems to log, track, and manage technical support requests.
• Maintain a thorough understanding of TCP/IP networking, helping to diagnose and resolve connectivity issues.
• Install applications, troubleshoot user issues.
• Collaborate with team members to address complex issues and elevate as necessary.
• Provide after-hours support or holiday support as required and participate in the on-call to support critical issues.
• Demonstrate a willingness to learn new technologies and processes, improving technical expertise and service delivery.

Job description

Avicena is seeking a responsible and technically skilled Helpdesk Support Technician to join our team in Sunnyvale, California. You will provide remote and on-site assistance for Windows 11, Microsoft 365, and general hardware support, with a focus on quick, user-friendly resolutions.

This role requires after-hours on-call support, strong troubleshooting abilities, and a commitment to delivering exceptional customer service while maintaining high satisfaction levels.