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Junior Tier II Help Desk Agent
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StratasCorp Technologies
Chesapeake, VA (In Person)
Full-Time
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Job Description
Job Requirements Chesapeake, VA Secret Polygraph Unspecified Entry Level (less than 2 yrs experience) Salary not specified Join Premium to unlock estimated salaries Job Description 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 Answer support tickets and log all interactions in the ITSM system. Perform initial triage, categorize/severity score incidents, and attempt first contact resolution. Follow standard operating procedures (SOPs) and knowledge base articles. Microsoft 365 End User Support Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting). Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance). Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery). Windows & Device Support Troubleshoot Windows 10/11 login, profile and application issues. Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh). Accounts & Access Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks). Provision standard access per role based access controls (RBAC) and approved workflows. Service Requests & Onboarding Fulfill routine requests (software installs, license assignments, distribution list changes). Support new hire setup (accounts, MFA enrollment, devices, and starter guidance). Knowledge & Documentation Maintain accurate ticket notes and user communications. Contribute to the knowledge base (KB) with clear, repeatable solutions and "how to" guides. Escalation & Collaboration Escalate unresolved issues to according to SLAs. 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+,