[Hiring] Help Desk Technician @Transit Technologies

Role Description

As a Remote Help Desk Technician, you will provide day-to-day technical support for our fully remote workforce of approximately 500 users. You will be a primary point of contact for employees experiencing technology issues and will support Microsoft 365, Windows and macOS devices, user accounts, software applications, connectivity, hardware, and other end-user technology.

This is more than a ticket-routing role. We need someone who can independently diagnose and resolve issues, communicate clearly with users, document their work, and know when and how to engage internal IT, managed service providers, application vendors, security teams, and other escalation resources.

What You'll Do

• Provide remote technical support through phone, email, chat, screen sharing, and approved remote-support tools.
• Monitor, triage, prioritize, document, and resolve incidents and service requests in Jira ServiceDesk.
• Own user issues through resolution, providing timely updates and confirming successful outcomes.
• Troubleshoot Microsoft 365 applications and services, including Outlook, Exchange Online, Teams, SharePoint, OneDrive, authentication, licensing, and mail flow.
• Perform delegated administration and support within Microsoft Entra ID/Azure AD, Active Directory, Intune, Microsoft Defender, and Microsoft Purview.
• Handle user, group, password, account, and access-management tasks.
• Support Windows and macOS workstations, including operating systems, profiles, updates, endpoint configuration, printers, peripherals, and desktop applications.
• Install, configure, update, and troubleshoot approved software and business applications.
• Diagnose hardware, Wi-Fi, VPN, browser, network, printer, peripheral, and connectivity issues.
• Assist with onboarding, offboarding, account setup, equipment preparation, role changes, and access changes.
• Escalate advanced networking, infrastructure, security, application, and high-impact issues with complete diagnostic information.
• Coordinate with managed service providers and application vendors when outside escalation is required.
• Create and maintain knowledge-base articles, user instructions, and repeatable support procedures.
• Identify recurring issues and recommend improvements to documentation, training, self-service, and support processes.
• Protect company and customer information by following security, privacy, change-management, and access-control requirements.

Qualifications

• 5+ years of hands-on IT support, help desk, service desk, or desktop-support experience; equivalent experience may be considered.
• Strong experience supporting Microsoft 365 and Windows environments.
• Hands-on experience supporting both Windows and macOS operating systems.
• Working knowledge of Jira ServiceDesk or a comparable IT service-management/ticketing platform.
• Experience troubleshooting hardware, printers, Wi-Fi, VPN, peripherals, software, and connectivity issues.
• Experience installing, configuring, updating, and troubleshooting software on end-user devices.
• Experience providing remote technical support using phone, email, chat, screen sharing, and remote-access tools.
• Strong troubleshooting, organization, prioritization, and time-management skills.
• Excellent customer-service and written and verbal communication skills.
• Ability to translate technical issues into clear, nontechnical explanations.
• Ability to work independently in a fully remote environment while collaborating effectively with internal teams and external partners.

Requirements

• Microsoft 365 administration experience, including Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID/Azure AD, Purview, or Defender.
• Endpoint management, device enrollment, software deployment, application packaging, patching, or remote-assistance experience.
• Familiarity with VPN, DNS, DHCP, TCP/IP, Wi-Fi, and basic network troubleshooting.
• Experience supporting a distributed or fully remote workforce.
• Experience working with managed service providers or vendor escalation processes.
• Familiarity with ITIL practices, service-level targets, knowledge management, and change control.
• CompTIA A+, Network+, Microsoft, or comparable certification.

Benefits

• Medical, dental, and vision insurance.
• HSA options.
• Company-paid life and AD&D coverage.
• Voluntary life and disability coverage.
• Employee Assistance Program.
• 401(k) with company match.
• Paid time off.
• Sick leave.
• Company-paid holidays.