Job Description
Tier III Support Technician
STRATASCORP - 4.0
Chesapeake, VA Job Details Full-time 8 hours ago Qualifications Endpoint Security Cloud identity and access management (IAM) Mobile device support Microsoft Outlook Incident management software Microsoft Exchange Windows Microsoft System Center Endpoint Detection and Response (EDR) Email configuration (technical support) Cloud service support Video conferencing software Productivity software support Desktop (troubleshooting support) Remote access software Azure AD Customer support ticket management Collaborative technology platforms Microsoft Teams SharePoint MFA UEM IP
networking Access control management Desktop administration Intune Video conferencing systems operation Ticketing system technical support Full Job Description Job Description:
We're seeking a customer focused 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 Tier II/III according to SLAs. o Collaborate with systems administrators, network engineers, and security teams when required Job Requirements 5+ 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. Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID). Intune/Endpoint Manager; SCCM (as applicable). Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams). Endpoint security/AV (Defender for Endpoint or equivalent). 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 CND or GFACT, 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.
