Junior Tier II Help Desk Agent

Junior Tier II Help Desk Agent StratasCorp life insurance, vision insurance, paid holidays, 401(k) United States, Virginia, Chesapeake 530 Independence Parkway (Show on map) May 27, 2026 At StratasCorp, our mission strives to put employees first while still being recognized as a leader in the Department of Defense Information Technology sector. We believe in a continuing pursuit of customer satisfaction and operational excellence while exceling in service innovation. We are looking for employees who value corporate culture, leadership, diversity, and commitment to quality, because we are #TeamStratas. Location Chesapeake, VA - Chesapeake, VA 23320 US (Primary) Category Information Technology Job Description We're seeking a customer focused Tier I Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems-delivering a consistent, friendly experience to end users. Key Responsibilities

• Frontline Incident Response o Answer support tickets and log all interactions in the ITSM system. o Perform initial triage, categorize/severity score incidents, and attempt first contact resolution. o Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support o Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting). o Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance). o Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support o Troubleshoot Windows 10/11 login, profile and application issues. o Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access o Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks). o Provision standard access per role based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding o Fulfill routine requests (software installs, license assignments, distribution list changes). o Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation o Maintain accurate ticket notes and user communications. o Contribute to the knowledge base (KB) with clear, repeatable solutions and "how to" guides.
• Escalation & Collaboration o Escalate unresolved issues to according to SLAs. o Collaborate with systems administrators, network engineers, and security teams when required Job Requirements o Bachelor's degree from an accredited institution o 0-2 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of: o Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive). o Windows 10/11 troubleshooting and user profile fundamentals. o Azure AD/Entra ID basics (password resets, MFA prompts, license assignments). o Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Experience with an ITSM/ticketing tool.
• 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. Preferred Qualifications
• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks. Certifications
• A+ or Network+,

Microsoft Certified:

Azure Fundamentals (AZ 900), Microsoft 365

Certified:

Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment. Microsoft AVD Certification highly desired We use E-Verify to confirm the identity and employment eligibility of all new hires. Security Clearance Secret Certification Required Job Type Full-time StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution. StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.