Remote Help Desk Specialist

The Intersect Group; Fort Wayne (IN); Remote; USD 30,000 - 47,000; Full time

Job summary

The Intersect Group is seeking an End User Support Specialist to provide expert help desk support for Windows and macOS users. You will manage tickets, provisioning, and Microsoft 365 services, ensuring secure access and smooth onboarding/offboarding for a distributed workforce.

You will document issues, follow established runbooks, and collaborate with security teams to address incidents while delivering exceptional end-user experiences.

Qualifications

• 3+ years of IT support, help desk, or end user support experience.
• Strong troubleshooting skills for Windows and macOS environments.
• Experience administering Microsoft 365, MFA, and identity management workflows.
• Ability to document processes and follow runbooks for escalation.

Responsibilities

• Provide end user support for Windows and macOS devices across the organization.
• Triage, troubleshoot, and resolve tickets, with thorough follow-up.
• Manage user accounts: password resets, MFA, permissions, access requests.
• Onboard and offboard employees: provisioning, deprovisioning, device configuration.
• Deliver Microsoft 365 support for apps and services; troubleshoot related issues.
• Install, configure, and support software, hardware, and peripherals.
• Maintain accurate ticket notes and knowledge base content.
• Escalate security-related issues per runbooks and protocols.

Skills

Windows OS

macOS

Microsoft 365

Identity management

End user support

Troubleshooting

Tools

Ticketing systems

Endpoint management

Job description

## Remote Help Desk Specialist**Fort Wayne,IN46825**Posted: 09/23/2026Employment Type:ContractCategory: IT - Infrastructure - Tech SupportJob Number: 251152Work Location: Fully Remote## Job Description**COMPANY OVERVIEW** The Intersect Group is partnering with a technology driven organization that prioritizes delivering a secure, reliable, and exceptional digital experience for its employees. The company values collaboration, operational excellence, and customer focused service while supporting a distributed workforce through modern technology platforms and best practices. This organization is committed to creating efficient support processes, maintaining strong security standards, and enabling employee productivity through responsive and high quality IT services. Team members are empowered to take ownership, solve problems, and make a meaningful impact on the end user experience. **POSITION SUMMARY** We are seeking an End User Support Specialist to serve as the primary point of contact for employees requiring technical assistance across Windows and macOS environments. This role will be responsible for delivering exceptional support, resolving technical issues, managing user accounts and device provisioning, and ensuring employees have the tools and access needed to be successful. The ideal candidate combines strong technical troubleshooting skills with a customer focused mindset. This individual will support onboarding and offboarding activities, Microsoft 365 administration, identity and access management requests, and escalation procedures while maintaining detailed documentation and adhering to established support processes. **KEY RESPONSIBILITIES** • Provide end user support for Windows and macOS devices, including engineering and power users • Manage ticket intake, triage, troubleshooting, resolution, and follow up activities • Support user account administration including password resets, MFA resets, permission changes, and access requests • Execute employee onboarding and offboarding processes including account provisioning, deprovisioning, and device configuration • Deliver Microsoft 365 support and troubleshoot user issues related to applications and services • Install, configure, and support software, hardware, peripherals, and end user devices • Maintain accurate ticket documentation, support notes, and knowledge base content • Escalate technical and security related issues according to established runbooks, escalation procedures, and communication protocols • Serve as the primary day to day support contact for employees and stakeholders **KEY REQUIREMENTS** • 3+ years of experience in IT support, help desk, desktop support, or end user support environments • Strong experience supporting Windows and macOS operating systems • Experience administering user accounts, permissions, password resets, MFA, and identity management platforms • Hands on experience supporting Microsoft 365 applications and services • Knowledge of endpoint management, software deployment, and device provisioning processes • Ability to troubleshoot hardware, software, application, and peripheral issues independently • Strong documentation skills and attention to detail when managing service tickets and support procedures • Excellent communication, customer service, problem solving, and interpersonal skills **LOCATION** • Remote **WHY JOIN THIS TEAM** • Opportunity to serve as a key point of contact supporting a diverse workforce • High visibility role with direct impact on employee productivity and satisfaction • Exposure to modern endpoint management, identity management, and cloud productivity tools • Collaborative environment focused on continuous improvement and operational excellence • Opportunity to contribute to support processes, documentation, and service delivery enhancements **APPLY TODAY** If you are passionate about delivering exceptional technical support and enjoy helping users solve technology challenges, we encourage you to apply today. Please submit your resume and contact information, and a recruiter from The Intersect Group will reach out to discuss the opportunity and next steps.