IT Helpdesk

About the Role:
We are looking for an experienced IT Helpdesk Support professional to join our team. You will handle technical support requests, Microsoft 365 administration, and Active Directory (AD) management, ensuring smooth IT operations for our users. This role requires strong troubleshooting skills, deep knowledge of Windows environments, and the ability to resolve escalated issues efficiently.

Key Responsibilities:
? Manage Level 1 & Level 2 support tickets, troubleshooting hardware, software, and network issues
? Administer and support Microsoft 365, including user management, email configurations, security policies, and SharePoint
? Maintain and configure Active Directory (local & Azure AD), including group policies, user permissions, and security settings
? Provide remote desktop support via RDP, TeamViewer, AnyDesk, etc.
? Troubleshoot Windows & macOS issues, ensuring smooth end-user experience
? Manage basic networking (IP, DNS, DHCP, VPN, and firewall configurations)
? Assist with onboarding/offboarding, setting up new accounts and devices
? Maintain detailed documentation of IT processes and troubleshooting steps
? Escalate complex issues to Level 3 support when needed
? Provide outstanding customer service and clear communication

Requirements:
?? 3+ years of experience in IT helpdesk support (Level 1 & 2)
?? Strong expertise in Microsoft 365 administration (Exchange, SharePoint, Teams, OneDrive)
?? Advanced knowledge of Active Directory (local & Azure AD), group policies, and security configurations
?? Experience troubleshooting Windows & macOS environments
?? Good understanding of network fundamentals (IP, DNS, DHCP, VPN, Firewalls)
?? Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, etc.)
?? Strong English communication skills (written and verbal)
?? Ability to work independently and prioritize tasks effectively

Preferred (but not required):
? Experience with PowerShell scripting for automation
? Certifications such as Microsoft 365 Certified, CompTIA A+, or ITIL Foundation

Benefits:
? Competitive salary: $900 – $1,500 USD per month
? Long-term remote opportunity with career growth
? Training & certification support
? Collaborative and supportive team environment