Senior IT Help Desk Technician - Microsoft 365 & Windows

StratasCorp Technologies

Hampton (VA)

On-site

USD 80,000 - 95,000

Full time

19 hours ago

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Job summary

StratasCorp Technologies is seeking a customer-focused Help Desk Technician to provide first-line support for Microsoft 365, Windows 10/11, and Azure AD/Entra ID. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems while delivering a friendly end-user experience.

The role requires 5+ years in IT support, strong knowledge of Microsoft 365 apps, and familiarity with Intune and SCCM.

Qualifications

5+ years in an IT support/help desk role (or equivalent practical experience).
Working knowledge of Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
Windows 10/11 troubleshooting and user profile fundamentals.
Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
Core networking concepts (DNS, DHCP, VPN) at a basic level.
Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID).
Intune/Endpoint Manager; SCCM (as applicable).
Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
Endpoint security/AV (Defender for Endpoint or equivalent).
Strong customer service, communication, and documentation skills.
Clear verbal/written communication; ability to explain technical concepts simply.
Time management and prioritization under SLA guidelines.
Attention to detail; consistent documentation practices.
A personal growth mindset - willingness to learn and improve.

Responsibilities

Frontline Incident Response.
Answer support tickets and log all interactions in the ITSM system.
Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
Microsoft 365 End User Support.
Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
Windows & Device Support.
Troubleshoot Windows 10/11 login, profile and application issues.
Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
Accounts & Access (Azure AD/Entra ID) tasks (password resets, unlocks, conditional access checks).
Provision standard access per RBAC and approved workflows.
Service Requests & Onboarding (software installs, license assignments, distribution list changes).
Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
Knowledge & Documentation (KB contributions).
Escalation & Collaboration (Tier II/III per SLA).
Collaborate with systems administrators, network engineers, and security teams.