Position Overview
MetroSys is seeking a dependable, technically skilled Part-Time Help Desk Technician to provide remote IT support for a client with a predominantly remote workforce. This position will focus on end-user support, employee onboarding and offboarding, identity and access management, device provisioning, and routine IT administration.
The ideal candidate will have hands-on experience supporting Microsoft 365 environments, managing users and devices through Microsoft Intune and Entra ID, and resolving technical issues through a structured ticketing system.
This is a staff augmentation opportunity requiring approximately 10 hours per week. The technician must be comfortable working independently, managing daily support requests, and maintaining accurate documentation.
Key Responsibilities
- Manage employee onboarding, offboarding, and ongoing user lifecycle activities, including account creation, access changes, licensing, and deactivation.
- Provide remote Tier 1 and Tier 2 help desk support, handling approximately 6 support tickets per day.
- Administer Microsoft 365, Entra ID, and Intune environments, including user accounts, access permissions, and device management.
- Assist with laptop and endpoint provisioning, enrollment, configuration, and troubleshooting using Intune and GoExceed.
- Troubleshoot Microsoft 365 applications, Microsoft Copilot, Adobe applications, and general end-user software issues.
- Provide remote troubleshooting and technical assistance using ScreenConnect.
- Manage and resolve support tickets through Jira, ensuring timely updates, accurate documentation, and appropriate escalation.
- Support Azure Virtual Desktop (AVD), including user access, connectivity, and basic troubleshooting.
- Assist with Mimecast administration, including email security, quarantine management, and email delivery troubleshooting.
- Maintain user accounts, security groups, application permissions, and access controls in accordance with established IT policies.
- Document recurring issues, troubleshooting procedures, and user lifecycle processes.
- Coordinate with internal IT teams on escalated incidents and infrastructure-related issues.
Required Qualifications
- 2+ years of experience in a Help Desk, IT Support, or Desktop Support role.
- Hands-on experience with Microsoft 365 administration, Microsoft Entra ID, and Microsoft Intune.
- Experience with user onboarding, offboarding, account provisioning, and access management.
- Familiarity with remote support tools such as ScreenConnect.
- Experience working within a ticketing platform such as Jira.
- Strong troubleshooting skills across Windows environments, Microsoft applications, and remote endpoints.
- Ability to work independently in a remote environment with minimal supervision.
- Strong communication, documentation, and customer service skills.
Preferred Qualifications
- Experience supporting Azure Virtual Desktop (AVD).
- Familiarity with Mimecast email security administration.
- Experience troubleshooting Microsoft Copilot and Adobe applications.
- Exposure to GoExceed or similar device provisioning and lifecycle management platforms.
- Experience supporting geographically distributed or remote-first organizations.
- Familiarity with endpoint security, MFA, and Microsoft 365 security best practices.
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