IT Help Desk Technician

IT Help Desk Technician | Microsoft 365 | Intune | Zendesk | Entra ID

Summary

We are seeking a help desk technician for a long-term, ongoing role on our IT team. The position provides tier 1 support with a path to tier 2 responsibilities, supporting a healthcare company that operates a cloud-only Microsoft 365 and Entra ID environment. This role supports a mid-sized user base across multiple office locations and is responsible for triaging and resolving end-user tickets in Zendesk, supporting Windows and iOS devices managed through Intune and an Apple MDM platform, and assisting with day-to-day account, application, and connectivity issues. You will work alongside an existing internal IT team that provides escalation support, documentation, and training. This role requires strong written communication, attention to detail, and the ability to work independently in a HIPAA-regulated environment. Schedule: This is a 5-day work week covering both US weekend days and 3 weekdays, all in US Central Time. Saturday and Sunday: 8:30am–5:00pm Central Time (required) 2-3 weekdays: 10:00am–6:30pm Central Time (late morning into evening CT) — flexible on which 2-3 weekdays, to be agreed upon at hire US holidays: coverage required on US holidays that fall within scheduled work days, including holiday weekends. Time-off arrangements can be discussed and agreed upon in advance. Applicants must be available to work both weekend days and three weekday afternoon/evening shifts reliably, including US holidays. Primary Responsibilities: Respond to and resolve end-user support tickets in Zendesk within established SLAs. Troubleshoot Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint, and Office desktop apps. Provide account support in Microsoft Entra ID and the Microsoft 365 admin center including password resets, MFA registration, license assignment, and group membership. Assist users with Conditional Access prompts, MFA troubleshooting, and sign-in issues. Support Windows 11 devices managed through Microsoft Intune including enrollment, policy assignment, application deployment, and compliance issues. Support iOS devices managed through a third-party Apple MDM and Intune App Protection Policies. Assist users with cloud VoIP phone, voicemail, call routing, and softphone configuration. Troubleshoot printer, scanner, and basic network connectivity issues at remote office locations. Document ticket activity, resolutions, and knowledge base articles clearly and consistently. Escalate complex or security-sensitive issues to senior members of the IT team with relevant context and logs. Take on tier 2 tasks over time as proficiency grows, with guidance and training from the IT team. Adhere to HIPAA compliance, internal security policies, and acceptable use standards. Promote a culture of information privacy awareness and HIPAA compliance. Qualifications / Experience / Skills Required: Available to work US Central Time hours as described above, including both Saturday and Sunday and US holidays. Hands-on experience supporting Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint). Working knowledge of Microsoft Entra ID (Azure AD) including user and group management, MFA, and basic Conditional Access troubleshooting. Experience with a ticketing platform such as Zendesk, Freshdesk, or ServiceNow. Working knowledge of Microsoft Intune or a comparable MDM platform. Strong written and verbal English communication skills. Reliable high-speed internet and a quiet, professional work environment. Ability to work independently and follow documented procedures. Must pass a background check. Preferred: Prior experience supporting a healthcare or other HIPAA-regulated environment. Experience with Brightree or another healthcare industry platform. Experience with cloud VoIP platforms (RingCentral, Zoom Phone, Teams Phone, etc.). Familiarity with Apple MDM platforms (Mosyle, Jamf, Intune for iOS, or Apple Business Manager). PowerShell scripting experience.